Desktop Support Engineer

We have 30 years of experience in clearing listed derivatives. Our business was founded in 1993 to support traders in London. Today, we service clients around the globe. With our head office in London, which is regulated by the Financial Conduct Authority, and subsidiary offices in Chicago and Hong Kong, our integrated all-time zones approach ensures that our clients experience a bespoke service and recognize us as the service provider of choice in the global listed derivatives community.

ROLE

The successful candidate for this IT Service and Support Analyst role will provide quality IT Services and Support. The role will be providing 1st and 2nd line IT support to users globally in London, Hong Kong and Chicago. Part of a small IT team based in London working alongside server and network engineering teams. IT operates a shift system to provide cover between 7am and 7pm. Weekend and out of hours working may be required within the role.

CORE RESPONSIBILITIES

• Provide 1st and 2nd line diagnosis of incidents and service requests and implement solutions;
• Prompt escalation of incidents to 3rd line support;
• Take ownership of projects from inception to delivery;
• To ensure the ongoing operational efficiency of all aspects of the firm IT systems;
• To maintain PC operating systems, and to support server and client PC software;
• Carry out daily checks and monitor systems and resolve/escalate any issues;
• Be the initial point of contact either over the phone, in person or over Teams for IT problems;
• Log all calls on a service-now help desk system;
• Own the problem and resolve within an expected time frame, getting help from the server and networking team where necessary;
• Keep internal documentations and knowledge base up to date and accurate
• Be available for out hours on-call support according to a rota for staff accessing remotely and Hong Kong/Chicago
• Work with third party vendors to resolve issues where necessary; and
• Be responsible for dealing with vendors for IT procurement including renewing licenses, purchasing PCs and IT consumables.

KNOWLEDGE, SKILLS AND EXPERIENCE

Technical Skills

• Windows 10 knowledge and troubleshooting;
• Desktop Hardware;
• Printer Hardware;
• Carrying out computer builds;
• Knowledge of FTP;
• Web Servers;
• Monitoring systems;
• Networking experience; and
• Powershell or other scripting language.

Experience with the administration of

• Active directory computer and users;
• VMware vSphere;
• Sophos;
• Office 365 applications;
• Exchange online;
• Azure AD;
• Azure MFA;
• Intune;
• Group policy;
• Mitel voip systems;
• SCCM;
• Microsoft remote desktop services;
• Print servers;
• Service-Now;

Other skills and experience

• Good interpersonal and customer care skills, able to interact with people at all levels both face to face, on the telephone and in writing;
• Strong problem solving skills
• Self-motivated to research problems to find a solution;
• Strong documentation skills;
• Ability to work on multiple projects simultaneously and responding to immediate incidents;
• Ability to access and prioritize workloads whilst ensuring goals are achieved within allocated time frames;
• Able to work both independently and as part of a small cohesive team;
• A calm and systematic approach to troubleshooting issues in a pressured environment
• Experience working within Financial/Trading/Clearing environment would be advantageous

Salary - £30,000 - £40,000 with bonus, competitive benefits and hybrid working

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: legal-information/privacy-notice.