As a Level 1 Trading and IT Support Engineer, you will be the first point of contact for technical assistance within the organisation and for our customers, with a focus on supporting the fast-paced trading floor environment. Your role will involve providing prompt and efficient support to end-users, resolving issues related to hardware, software, and network systems, and ensuring minimal downtime for trading operations.
Key Responsibilities:
- Respond to incoming technical requests or enquiries via phone or ticketing system
- Diagnose and resolve hardware, software, and network issues at a basic level
- Provide step-by-step guidance to end-users in troubleshooting and resolving technical problems
- Escalate complex issues to Level 2 support or other relevant teams as necessary
- Document, triage and track all support tickets, resolutions, and follow-up actions in the ticketing system
- Incident handling in terms of notification and updates to stakeholders as well as escalations within IT organization to resolve incidents
- Monitor the health of all systems and infrastructure
- Monitor and verify the successful completion of end-of-day data processing and reporting activities, addressing any issues that arise promptly
- Assist in setting up and configuring desktops, laptops, phones, trading terminals, printers, and other peripheral devices
- Administration of trading platforms
- Liaise with platform vendors for enhancements and upgrades
- Collaborate with IT team members to improve processes and enhance user experience
- Maintain a high level of customer satisfaction through effective communication and timely resolution of issues
- Any other ad-hoc responsibilities as assigned
Requirements:
- Diploma in Information Technology/ Degree in Computer Studies
- CompTIA A+ certification will be a plus point
- 3 years of experience in IT desktop support
- Experience supporting financial trading platforms such as FIS Valdi, Bloomberg terminals, CQG Desktop, TT Futures will be advantageous
- Proven experience in a helpdesk or customer support role is preferred
- Excellent problem-solving skills and attention to detail
- Strong interpersonal and communication skills
- Ability to work independently and as part of a team
- Willing to work on shift rotations and on public holidays
