Desktop Support Engineer

Job Description

The Trader Support Analyst provides dedicated in-person (On the floor) business proximate IT support for around 600 Traders and Front Office Commercial staff, workers with real-time impacts to the trading business. The team serves as a first point of contact for all Trading IT issues, of which includes standard desktop services and general triage for enterprise and application services for their designated locations and remote sites at times. This role is expected to maintain operational effectiveness within a high-pressure and demanding environment, while performing trader supporting tasks. Dimensions The role works to provide or maintain IT operational effectiveness within the trading environment. They provide the first level of support for things such as PC hardware and networking systems, standard Microsoft Office packages, trading specific packages used for analytics, a variety of external information services, online trading systems and services and all in house systems essential for the trading network to function. To fulfil this role, they need to be familiar with all major Trading systems, and with the way in which these are used by the Business to facilitate their work. They are also required to liaise with the Global Helpdesk, Trading Delivery Vertical Teams, other IT Teams and external Vendors on such issues that cannot be addressed within the TS team. Accountabilities? Provide effective IT floor support to resolve immediate operation issues to minimize impact? Maintain good working relationship with stakeholders such as the Trading business users, IT service partners, vendors, and IT management? Work collaboratively within Shell IT (i.e., Service Assurance team, Enterprise Services and Application Operations) to coordinate effective resolutions to operational issues? Ensure all required security, compliance and equipment demand processes and procedures are followed? Facilitate local deployment of software and hardware rollouts, as required? Provide support during the regional annual Business Continuity tests? Balancing satisfying user requests while adhering to the IT policies and processes

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ~~~ .

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Skills and Requirements

5-10 years of experience in a Desktop Support role providing Tier 3 support

1+ year of experience working on a Trade floor supporting Trade specific applications

Extensive experience supporting and troubleshooting MS Suite

Experience using Active Directory

Ability to troubleshoot various HP products (Desktops, laptops, workstations, etc)

iPhone mobile support and troubleshooting experience

Excellent customer service skills and solution oriented mindset

Comfortable working onsite at Downtown location 5 days a week and rotational weekend work ITIL Certification

Oracle ODS experience

Python knowledge null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ~~~.