Responsibilities
Position Description
The successful candidate will be working within the IT Operations realm across all areas of the trading business (front, middle and back-office) to provide desktop and end-user support. This role offers a unique opportunity to be a part of a global and rapidly evolving IT department that is driving the company's digital transformation agenda. The ideal profile of this position calls for a flexible and well-rounded individual with broad desktop and end-user support experience - someone who is self-motivated, detail oriented, collaborative, and has both strong customer relationship management skills and a problem-solving nature.
Key Role Responsibilities
- Provide day-to-day operational support for the end-user-computing estate, ensuring seamless availability, capacity, and performance.
- Manage and track all incidents and service requests in Jira, ensuring timely resolution, escalation, and stakeholder communication.
- Facilitate on-boarding and off-boarding for starters, movers, and leavers.
- Identify and implement automation solutions to streamline operational tasks and enhance support efficiency.
- Monitor desktop infrastructure proactively, addressing potential issues before they impact end users.
- Develop, implement, and document efficient support processes while maintaining up-to-date system knowledge and operational documentation in Confluence.
- Support business expansion and digital innovation through active involvement in global projects, process improvements, and control initiatives.
- Liaise with third-party vendors and service providers to manage software and hardware procurement, maintenance, and support.
- Contribute to the comprehensive inventory of hardware and software assets.
- Assist with external audits and address identified compliance/audit issues.
Occasional work outside of normal business hours may be required at times, for major incidents and/or planned maintenance.
Qualifications
Key Qualifications and Experience
Essential:
- Relevant work experience delivering desktop and end-user support within a complex trading environment, involving multiple stakeholders and third-party vendors.
- Demonstrable knowledge of networking, infrastructure, and applications from a desktop support perspective
- 3+ years of experience in a desktop support.
- Experience diagnosing and remediating system issues in a Windows Server 2016/2019 and Windows 11 environment.
- Experience with device provisioning using SCCM and/or InTune.
- Experience of working with and troubleshooting issues related to any of the following: Active Directory, Group Policy Management, Security/Anti-Virus, Networking, Microsoft Office, Email/Exchange, Citrix, Mobile Device Management and Telephony/VoIP (preferably Cisco).
- Knowledge of ITIL framework, certification an advantage.
- Experience with managing desk moves.
- Experience using ITSM tools (Jira, ServiceNow, Remedy etc.)
- Experience administering Microsoft Office 365.
- English and Japanese language skills.
Desirable:
- Experience administering Microsoft Azure (e.g., Azure AD/RBAC).
- Knowledge of a scripting language (e.g., PowerShell or Python).
- Familiarity with the Atlassian product suite (e.g., Jira and Confluence etc).
- Experience with software-defined networking and security controls (SD-WAN/SASE).
- Experience with desktop-as-a-service and modern management (especially with Azure Virtual Desktop, Microsoft Defender, and Microsoft Endpoint Manager).
- Relevant Microsoft 365 and Azure certification(s).
- Domain knowledge of energy physical and financial commodities and derivatives.
- Experience with cloud-focused logging and monitoring tools (preferably using Azure Monitor with Application Insights and Log Analytics).
- Experience with any of the following platforms/systems: Endur ETRM, Trayport/Joule, WebICE, Zema, Bloomberg and Cloud9.
☒ Fluency in English (spoken and written) is Mandatory.
☒ Fluency in Japanese (spoken and written) is Mandatory.
Other Information
Person Specification
- Strong academic background, educated to degree level and/or equivalent professional qualification or relevant business experience.
- Excellent communication and interpersonal skills.
- Must be able to organise and articulate technical information clearly and concisely.
- Committed to continuous improvement.
- Sensitive to a variety of cultures.
- Highly motivated to deliver results and 'go the extra mile' to meet deadlines.
- Structured, systematic, and analytical in approach with a problem-solving mentality.
- Customer focused, and goal orientated with keen attention to detail.
- Adept at working with challenging users in a fast-paced trading floor environment.
- Self-starter willing to take responsibility for problems and be pro-active in their resolution.
- Willingness to research and learn new technologies and techniques as a required.
- Open to new ideas and change initiatives, with an ability to modify the current approach in the face of new demands.
- DevOps knowledge would be an advantage.
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