HelpdeskDesktop support EngineerCapital MarketsTrade Floor support

Job Description:

Help Desk Engineer (Level 1 / Level 2 Support) Capital Markets & Trade Floor

Position Overview

We are seeking a Help Desk Engineer with experience supporting Capital Markets Trading Floors and Front Office users. The ideal candidate will provide Level 1 and Level 2 technical support to traders portfolio managers sales teams research analysts and other business users in a fast-paced financial services environment.

This role requires strong troubleshooting skills excellent customer service and the ability to resolve issues impacting mission-critical trading applications market data platforms and end-user computing environments.

Key Responsibilities

End User Support

Provide Level 1 and Level 2 technical support for Capital Markets Front Office and Trade Floor users.

Respond to incidents and service requests through ticketing systems phone chat and in-person support.

Troubleshoot hardware software networking and application-related issues.

Support senior executives traders sales teams portfolio managers analysts and operations personnel.

Trading & Market Data Support

Support trading applications and financial platforms used across equities fixed income FX commodities and derivatives businesses.

Troubleshoot issues involving:

o Bloomberg Terminal

o Refinitiv/Eikon

o FactSet

o Trading platforms

o Market data feeds

o Order Management Systems (OMS)

o Execution Management Systems (EMS)

Escalate complex issues to application support infrastructure or vendor teams when required.

Desktop & Infrastructure Support

Install configure and support Windows 10/11 workstations and virtual desktop environments.

Manage user accounts permissions and access using Active Directory and Microsoft Entra ID (Azure AD).

Support Microsoft Office 365 Teams Outlook OneDrive and SharePoint.

Configure and troubleshoot printers mobile devices docking stations and peripheral equipment.

Support Citrix VPN and remote access technologies.

Incident & Problem Management

Monitor and prioritize incidents impacting trading and business operations.

Participate in major incident management during market hours.

Document troubleshooting procedures and resolutions in the knowledge base.

Ensure adherence to SLA and KPI targets.

Provide timely communication and updates to business users and management.

Trade Floor Support

Provide white-glove support in high-pressure trading floor environments.

Support trader desktop setups multiple-monitor configurations and market data workstations.

Assist with desk moves hardware refreshes and onboarding activities.

Ensure minimal disruption to trading activities during issue resolution.

Collaboration & Continuous Improvement

Work closely with Infrastructure Network Security Application Support and Vendor teams.

Identify recurring issues and recommend process improvements.

Participate in technology upgrades migrations and deployment projects.

Required Qualifications

6 years of Help Desk Desktop Support or Technical Support experience.

Experience supporting Capital Markets Investment Banking Asset Management Hedge Fund or Trading Floor environments.

Strong knowledge of Windows desktop operating systems.

Experience with Active Directory Microsoft 365 and Exchange/Outlook.

Experience supporting Bloomberg Refinitiv FactSet or similar financial applications.

Understanding of ITIL-based incident and service management processes.

Experience with ServiceNow Jira Remedy or similar ticketing systems.

Excellent troubleshooting and customer service skills.

Strong verbal and written communication skills.

Preferred Qualifications

Experience supporting Front Office trading environments.

Familiarity with Equities Fixed Income FX Derivatives and Capital Markets workflows.

Knowledge of Citrix VMware and Virtual Desktop Infrastructure (VDI).

Experience with PowerShell scripting and automation.

ITIL Foundation certification.

Microsoft CompTIA or relevant technical certifications.

Technical Environment

Windows 10/11

Microsoft 365

Active Directory / Entra ID

ServiceNow

Bloomberg Terminal

Refinitiv / Eikon

FactSet

Citrix

VPN Technologies

Multi-Monitor Trading Workstations

Microsoft Teams

Exchange Online

Remote Support Tools

Key Skills

Trade Floor Support

Capital Markets Support

Front Office Technology

Desktop Support

Incident Management

Trading Applications

Market Data Platforms

Customer Service

Troubleshooting

Active Directory

Microsoft 365

Bloomberg Support

ServiceNow