Support Engineer - Trading platform

Job Description

The Sales and Trading WSS team in London is looking for a candidate with excellent technical and analytical skills to provide support for desktop hardware and software applications.The ideal candidate should have extensive IT knowledge having worked within an Investment Financial Services industry and possess the ability to work proactively to ensure the delivery of a consistently high level of service. The candidate must be able tomaintain a balance between high productivity and high quality to meet the needs of an extremely demanding and challenging time to market environment.This is a desktop support role based on the trade floor - 5days onsite.This role is for an experienced desktop support specialist with a minimum of 5 years software experience dealing with critical business systems in a front office environment, to work in a Sales and Trading area in accordance with SLA/OLAdefinitions and targets while demonstrating high levels of customer care and behavior at all times.Responsibilities

• Level 3 type escalations for complex technical issues and root cause analysis.
• Effectively use and manage Service Now to handle and update calls.
• Demonstrate high levels of customer care behaviors at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.
• Work across lines of service to ensure a coordinated approach to providing support for the customer. Cooperate with other DSS teams and 3rd parties to ensure all services are delivered within service level targets and according to best practice.
• Carry out incident and change activity delivering the productivity levels expected by Desktop Operations.
• Support colleagues by sharing knowledge and assisting them in the successful delivery of common objectives.
• Ability to work well under pressure and to tight timescales.
• Assist with identifying team training and development needs, both technical and non-technical to support the Staff Dialogue and Development process.
• Manage own workload to ensure that assigned activities are completed within targets defined within SLAs/OLAs.
• Ability to work well under pressure and to tight timescales.
• Identify ways of improving productivity and lowering costs which provides enhanced service value.

Key Skills. Experience & Qualification:

• Experience working in finance industry, investment banking.
• Experience of market data applications (Bloomberg, Refinitiv), market data feeds and troubleshooting Excel Add-ins.
• 3-5 Years minimum software experience dealing with critical business systems with 2 years in banking industry
• Deskside support technical experience operating within a complex environment with demonstrable experience in providing a level of second level technical support within a team.
• Experience of managing work packages dealing with third party suppliers and internal business units within a client service organization
• Broad understanding of financial markets
• Demonstrable experience of project management methodologies.
• Excellent communication and interpersonal skills
• Good negotiating skills
• Experience in dealing with customers with tact and diplomacy using demonstrable interpersonal and communication skills
• Excellent experience of supporting operating systems and applications within a business environment
• An excellent understanding of ITIL Service Support, delivery disciplines and methodologies
• Experience using a help desk call management system
• Ability to work well under pressure and to tight timescales
• Excellent communication, interpersonal and customer care skills
• Strong technical grasp of strategic platforms such as Microsoft Windows, Networking and Security, WAN, LAN.
• MCSE qualification and PowerShell are desirable

If you possess these qualities and are excited about contributing to our trading floor, we encourage you to apply. Your role will be instrumental in enhancing our systems, supporting our teams, and fostering positive change within our organization.