It Support Engineering Jg

Assists in the design, coding, reviewing, analyzing and modifying of technical solutions. Interaction limited mostly to within own team.

Limited exposure to / interaction with business leadership.

Works under supervision.

Works within standard procedures and work instructions, and under the guidance of a more experienced colleague. 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, Windows environment, 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 local 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.

This role is evolving and becoming more technical to better support the business needs as they are now developing tools/apps on their own.

* Hours of operation can differ per region but cover a shift between local business hours. (Note to update accordingly per the region of posting)

• Provide effective IT floor support to resolve immediate operation issues and minimize impact.
• Perform first-level troubleshooting for Windows OS, PCs, network, Microsoft Office (M365), Exchange and Active Directory, trading specific packages, external information services, online trading platforms, and bespoke trading applications.
• Act as the focal point / ‘go-to’ resource at the local site.
• Mentor and onboard new permanent and contract staff at the local site.
• Maintain good working relationships with stakeholders such as Trading business users, IT Service Desk partners, vendors, and IT management.
• Collaborate within IT (Service Assurance, Enterprise Services, Application Operations) to coordinate effective resolutions to operational issues.
• Ensure compliance with all required security, compliance, and equipment demand processes and procedures.
• Facilitate local deployment of software and hardware rollouts as required.
• Provide support during the regional annual Business Continuity tests.
• Balance user support requests while adhering to IT policies and processes.
• Apply technical acumen toward continuous improvements to processes and tools within the team and to support the business.