Job Description
Global Financial Services company who offers a full range of investment banking, equities, fixed income, asset and wealth management products and services requires an experienced Branch / Trade Floor Support Engineer.

We require a hands-on professional who enjoys rolling up his or her sleeves and working with the global desktop services team to deliver world-class support, achieve goals, meet project deadlines and increase overall end-user satisfaction. This position requires an individual who is motivated, energetic and looking for a challenging environment where there are endless opportunities for career growth and exposure to cutting edge technology.

The successful candidate will:

• Ideally possess a strong and proven background in managing and supporting desktop services in in a financial services environment.
• Have excellent communication, personality and presentation skills.
• Provide hands-on support, while ensuring you follow global best practices, standards and procedures.
• Provide oversight of all desktop operations in your respective office / coverage area.
• Assist with diagnosing and ultimately resolving issues quickly and efficiently in close cooperation with Engineering & Application Support teams as needed.
• Develop professional relationships with the various business units and act as their advocate.
• Assume the role of Incident Manager and escalate major outages while ensuring local and global management teams are kept up to date.
• Participate in meetings with IT Management to discuss various topics including issues, projects and strategy.
• Make recommendations on incorporating new technology into the company's existing platforms.
• Possess experience with change management and knowledgeable about the hierarchical infrastructure of finance information systems.
• Communicate technical concerns and solutions to the business with varying degrees of technical knowledge as well as working with them help resolve their technical issues.
• Coordinate projects and drive for completion of global projects, including Windows 10, IPC Unigy upgrade, various office build-outs etc.

• Specifically for the Vice President (team lead) role:

• Lead by example, providing hands-on support, while ensuring local teams follow global best practices, standards and procedures.

• Lead a team of desktop support staff in Tokyo, provide oversight of all desktop operations in the Japan office, serve as the local escalation contact.
• Review team performance metrics, ticketing statistics, mediate disputes, provide mentoring and training.

Responsibilities include:

• Daily support of a very active, fast-paced, high volume, diverse financial services / trading environment
• Responsible for day-to-day implementation, support, and maintenance of infrastructure, including all hardware, software, telephones, and IPC turrets.
• Frontline Support for all front office & back office applications including trading systems and market data applications such as Fidessa & Bloomberg.
• Liaising closely with Engineering & Application Support teams.
• Citrix / VDI infrastructure support.
• Assist with integrating new applications and technologies into the current architecture.
• Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency.
• Responsible for the ongoing maintenance and future planning needs of the region's desktop environment.
• Coordinate & manage vendor support.
• Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology.
• Evaluate applications and software patches for desktop applications to see if they will solve desktop issues.
• Support Firm Issued iPhones / iPads (via Mobile Iron MDM).
• Oversight of the new hire onboarding and termination process.
• Documentation of all systems including existing and new applications, scheduled maintenance.
• Assistance on global initiatives involving other groups such as Application Support, Facilities and Infrastructure / Engineering teams.
• Inventory control - RMAs, service calls, new equipment requests.
• MAC's relating to hardware & software, desk moves etc.
• Submit application packaging requests and assist with production certification.
• Support of all SCCM application deployments.
• Rack & Stack of Data Center equipment.
• Active Directory services support.
• Print Server (Management & Support).
• BCP (Setup, Configuration & Testing).
• Firewall / Proxy support.
• Conference Room / AV Support

Qualifications & Skills

• Bachelor's Degree in Information Technology or related field.
• Microsoft Windows certificates highly desirable.
• 5+ years' experience in a financial service IT environment.
• Proven ability to offer high level desktop support in an enterprise environment.
• Comprehensive understanding of network architecture and client/server technology.
• Excellent communication, personality and presentation skills.
• Strong problem-solving skills required.
• Ambitious and willing to learn new technologies.
• In depth knowledge of Windows 10 & Office 365.
• Technologies and hardware that we support extensively include: Windows 10, MAC OS, IPC turrets, Cisco VOIP phones, HP desktops, Lenovo Laptops, VDI, iPhones / iPads, Printers / MFP's.
• Scripting Knowledge (a plus but not a requirement)
• Must have excellent decision-making and organizational skills, detail oriented, and the ability to work independently on assigned tasks.
• Willing to work off hours and weekends as needed.
• Solid communications sill, Fluency in Japanese and English required.
• 2+ years' experience in information technology management.

About Us
Jefferies is a leading global, full-service investment banking and capital markets firm that provides advisory, sales and trading, research, and wealth and asset management services. With more than 40 offices around the world, we offer insights and expertise to investors, companies, and governments.

At Jefferies, we believe that diversity fosters creativity, innovation and thought leadership through the infusion of new ideas and perspectives. We have made a commitment to building a culture that provides opportunities for all employees regardless of our differences and supports a workforce that is reflective of the communities where we work and live. As a result, we are able to pool our collective insights and intelligence to provide fresh and innovative thinking for our clients.

Jefferies is an equal employment opportunity employer, and takes affirmative action to ensure that all qualified applicants will receive consideration for employment without regard to race, creed, color, national origin, ancestry, religion, gender, pregnancy, age, physical or mental disability, marital status, sexual orientation, gender identity or expression, veteran or military status, genetic information, reproductive health decisions, or any other factor protected by applicable law. We are committed to hiring the most qualified applicants and complying with all federal, state, and local equal employment opportunity laws. As part of this commitment, Jefferies will extend reasonable accommodations to individuals with disabilities, as required by applicable law.