Desktop Support Engineer- Trade Floor

Title: Deskside Support engineer

Location: Chicago IL - Onsite

JOB SUMMARY

As a senior member of the Site Services team provides high-quality advanced technical support within a dynamic trading environment. Acting as a single point of contact for the business this Level 3 (L3) role involves ownership of technical issues and queries driving them to resolution through direct troubleshooting escalation or by sourcing required information. The position requires deep technical expertise exceptional customer service and superb communication skills to build strong relationships with business users and stakeholders at all levels including Innovation & Engineering DWP (I&E). Responsibilities include deskside and remote support handling escalated issues mentoring junior staff and collaborating closely with network infrastructure and multiple support teams-both on-shore and off-shore including 3rd party partners. Additionally the role contributes strategic input into service improvement initiatives ensuring robust IT support and maintenance for current and new systems in a fast-paced trading environment.

Essential Duties and Responsibilities

• Provide expert-level 1st and 2nd line desktop support in a high-paced trading environment serving as an escalation point for complex technical issues.
• Deliver support for desktops laptops mobile devices AV systems and local/network printers including installation configuration and troubleshooting.
• Collaborate with remote network engineering teams to resolve network-related issues (connectivity performance configuration) and act as senior local hands for network troubleshooting and maintenance.
• Maintain familiarity with office network topology network closets and demarcation points; assist with implementing fixes on network devices such as switches routers firewalls wireless access points under remote guidance.
• Utilize network monitoring tools to analyze traffic identify bottlenecks and ensure optimal performance.
• Participate in IT projects including network upgrades AV deployments system refreshes and application rollouts; complete required training and documentation for new deployments.
• Conduct Operational and User Acceptance Testing for new applications and systems.
• Ensure all tickets are logged updated and maintained in ServiceNow (SNOW) with high quality and accuracy.
• Assist in determining severity 1 and 2 incidents aid during major incidents and participate in post-incident reviews.
• Identify root causes for recurring IT problems to improve service quality and reduce call volumes.
• Document solutions create and maintain knowledge base articles and contribute to technical documentation including network diagrams.
• Maintain confidentiality integrity and availability of data associated with applications and services.
• Ensure all changes to PC hardware and network assets are tracked in the asset database.
• Perform preventative maintenance and coordinate with OEMs for AV and network equipment.
• Adhere to security regulatory and compliance policies affecting Trading Operations Support (e.g. MRL Compliance).
• Maintain effective working relationships with other support teams service providers and business representatives; act as a conduit for IT initiatives aimed at enhancing customer experience.
• Communicate relevant information clearly and effectively to team members and stakeholders.
• Observe Health and Safety requirements at all times.

Skills and Abilities

• Strong troubleshooting skills for IT problem analysis diagnosis and resolution.
• Demonstrable experience recording analyzing and managing resolutions in line with SLAs while managing user expectations.
• Strong experience with Trade Floor technologies including market data trader voice and trading applications.
• Ability to work effectively within a team and maintain a professional demeanor.
• Highly customer-focused with strong communication skills (articulate methodical).
• Strong sense of urgency and understanding of the trading environment.
• Outstanding documentation skills and ability to create clear technical instructions.
• Experience working in a managed desktop environment with lockdown controls.
• Familiarity with industry-standard compliance requirements (FCA SOX Dodd-Frank).
• Technical proficiency in:
  • Windows 10/11 and Active Directory
  • O365 Office productivity suite
  • Corporate messaging (Outlook/Exchange) instant messaging (MS Teams ICE Chat Vantage)
  • LAN and remote access services (VPN)
  • High-tech meeting rooms (video conferencing telepresence wireless networks)
  • Unified document capture and production systems (printers scanners fax)
• Ability to interpret and create network diagrams and technical documentation.

Expertise

• 5 years experience providing desktop support in a Trade Floor environment.
• 5 years supporting Trade Floor PC builds and compliance controls.
• Experience in oil and gas industry preferred.