Job Summary:

Theの求 Trading & Shipping Support engineer works as a member of a front-line team to provide IT support and maintenance for current and new systems within a trading environment. Knowledge of Bloomberg terminal user support would be an asset.

The engineer acts as a single point of contact to the business and takes ownership of technical issues and queries, driving them to resolution, either by resolving directly, escalating to other teams, or locating and providing the required information. As such, this role requires technical knowledge and superb communication skills which enable good relationships with business users.

As this is an outward facing role excellent working relationship are essential with a wide range of stakeholders at all levels, including the business and Innovation & Engineering DWP (I&E). In addition, the role will require close working with multiple support teams, on-shore, and off-shore 3rd party partners.

Essential Duties and Responsibilities:

• Provide excellent 1st and 2nd line desktop support within a high paced trading environment
• Maintain effective working relationships with other support teams and service providers.
• Participate in shift ROTA and project work when required
• Observe Health and Safety requirements at all times.
• Identify underlying root causes for recurring IT problems to improve the overall service of the team and reduce call volumes
• Effectively communicate to the team all relevant information
• Ensure all tickets are logged and updated in SNOW in a timely manner and the quality of tickets is always kept high
• Assist in determining severity 1 and 2 incidents and progress them in line with the Problem and Incident Management process
• Aid during major incidents. This will include providing information for notifications and updates, liaising with other teams to provide information relating to the Incident and participating in wash-up meetings
• Be aware of new application deployments, obtain relevant documentation, and complete all required training
• Participate in Operational and User Acceptance Testing of new applications
• Maintain the confidentiality, integrity and availability of data associated with an application or service
• Document solutions and other knowledgebase information
• Ensure all changes to PC hardware estate are managed within the asset database.
• Adhere to security, regulatory and compliance policies and procedures affecting Trading Operations Support, e.g., MRL, Compliance

Skills and Abilities: 

• Demonstrable experience of recording, analysing, and managing resolutions in line with Service Level Agreements whilst ensuring user requirements and expectations are managed
• Strong demonstrable experience of Trade Floor technologies – markets data, trader voice and trading applications.
• Ability to work well within a team
• Experience working in a managed desktop environment (i.e., with lockdown controls in place)
• Professional demeanor
• Strong communication skills (i.e., highly customer-focused, articulate, and methodical)
• Strong sense of urgency and understanding of the Trading environment
• Proven troubleshooting skills (IT problem analysis / diagnosis and resolution)
• Outstanding documentation skills
• Experience of industry standard compliance demands e.g., FCA, SOX, Dodd-Frank regulations
• Experience supporting a wide range of technologies including:
  • Windows 10/11
  • Active Directory
  • A range of computing platforms, (desktops, laptops, tablets and mobile phones)
  • Local Area Networking (LAN) and remote access services (such as VPN).
  • O365 Office productivity suite
  • Corporate messaging using Outlook/Exchange platform for thick client, web-based email, and handheld devices
  • Instant messaging using Windows, MS Teams, ICE Chat, Vantage, Office Communicator Group Chat clients
  • High tech meeting rooms (video conference, telepresence, wireless network, and touch screen tablet PCs)
  • Unified document capture and production systems (printer, scanner, fax)

Expertise:

• 3+ years’ experience providing desktop support to a Trade Floor environment.

• 3+ years’ experience supporting Trade Floor PC build and associated compliance controls
• Trade floor experience

• Oil and gas experience

Desirable Criteria:

• Industry or accreditations Microsoft, Cisco, A+, …
• Experience with State-of-the-art Trader Voice technology - ITS.Netrix plus Cisco IP Telephony
• Comparable 1st Line trader application support skills (Market Data subscriptions etc.)
• Windows Scripting
• Computer Science Degree
• Information Technology Certifications