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 ResponsibilitiesProvide 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.
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