End User Support Engineer / IT Support Engineer

Our client is a world leading provider of market infrastructure — connecting clients to superior liquidity and data solutions across the global financial landscape.

Role Overview

The ideal candidate is a resilient team player who is goal-orientated and fully committed, willing to explain, demonstrate and expand on their own ideas. This is a hands-on role requiring the ability to handle various problems with expertise and exceptional judgment while working with end-users. The role is responsible for providing quality support services to various groups within a fast-paced financial company. The purpose is to deliver an excellent level of service to the internal End User population including front office Brokers and back office employees.

Role Responsibilities
• Promote and embed a culture of Continual Service Improvement; develop a pipeline of future service improvements using repeatable and proven solutions through end-user feedback, technology teams and process change.
• Provide L2 Communication support including troubleshooting for Dealer board Turret.
• Respond to calls and manage issues until resolution, taking ownership of User issues.
• Assist in desk moves and setup, and other tasks including Comms room and some facilities management.
• Provide support or scheduling time to assist trouble issues for remote users accessing Company networks via VPN/AWS/Citrix.
• Knowledge and troubleshooting skills in Microsoft Windows OS, Microsoft 365, MS Teams, Market Data applications, Mobile computing, printers and other applications.
• Provide reasonable out-of-office availability when scheduled prior to an event or additional support requirements.
• Assist and provide feedback in establishing obtainable SLAs for End User Services related Incidents, Tasks and Requests, and ensuring established SLAs are met.
• Deliver high-quality support to end-users in a courteous and professional manner.
• Acquiring hardware and peripherals as well as supplying initial build with the appropriate configuration and setup of Desktop positions according to current standards.
• Flexible in approach, and comfortable dealing with ambiguity when necessary.
• Strong analytical and problem-solving skills are required, along with the ability to work independently and under pressure.
• Provide on-site support for assigned office location(s) and scheduled hours as directed by management, including support of remote sites for which travel will be required.
• Support desktop technology and applications including Market data.

Experience / Competences
• Front Office Support experience; Trade/Broker floor experience would be advantageous.
• Knowledge of Audio and Video Conferencing technologies.
• Understanding of TCP/IP, DNS and Internetworking Technology.
• Knowledge of various Operating systems (e.g. MS Windows, Apple).
• ITIL framework knowledge would be advantageous.
• Technical desktop support experience, preferably within a financial services organization.
• Knowledge of common Market Data applications and services.
• Knowledge of Microsoft 365 (Word, Excel, PowerPoint, Outlook).
• Market data needs for each business, tools, requirements and the architecture for export or delivery of data.
• Industry certifications desirable: Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or ITSM products.
• Knowledge of Server, Voice & Communications Infrastructure.
• Fluent Spanish/English speaking required.

If you are interested apply now! Or send your CV to tatiana.chebat@robertwalters.com