Desktop Support Engineer

Role Summary:

Provide responsive onsite and remote desktop support for the Global Markets trade floor, covering end-user computing, market data and trading platforms, voice communication services, conferencing technology, asset administration, and operational support activities.

Responsibilities

• Provide 1st-level and, where applicable, 2nd-level onsite and remote support for Global Markets infrastructure services.
• Support market data services and systems, including Refinitiv, Bloomberg, Markit, and other market data providers or systems.
• Support transaction services and systems, including Refinitiv, Bloomberg, EBS, and other electronic trading platforms.
• Assist with market data feed and transaction systems service administration.
• Coordinate with GO&T and other backend teams for IT service-related incidents, requests, escalations, and follow-ups.
• Support voice communication services, including IPC, Avaya, Cisco, and related trading floor voice technologies.
• Handle administrative support activities such as E-Trading platform records, counterparty and compliance requests, and new hire and leaver processing.
• Support video conferencing systems, including room setup, standby support for major meetings, first-level troubleshooting, and coordination with backend teams for upgrades or complex issues.
• Provide onsite support for desktop hardware and applications, email systems, printers, corporate mobile devices, IPC, and other related IT issues.
• Perform installation, uninstallation, configuration, technical support, troubleshooting, and issue resolution for end-user devices and applications.
• Maintain accurate inventory records for software, hardware, and mobile devices.
• Execute hardware moves, additions, changes, refreshes, and related trade floor setup activities.
• Conduct preventive and corrective maintenance as scheduled under the Preventive Maintenance Program, including minor installations, repairs, and replacements.
• Maintain accurate preventive maintenance records and ensure all work complies with established processes and standards.
• Escalate issues to the next level of support when necessary and follow up until closure.
• Participate in after-hours phone standby duty when rostered.
• Conduct morning floor walks to inspect the server room and video conferencing rooms.

Requirements

• Minimum 2.5 years of experience in desktop support or end-user computing support.
• Good communication skills with a service-oriented mindset and the ability to support front-office users in a fast-paced trade floor environment.
• Familiar with end-user computing environments, desktop support workflows, and standard incident/request fulfilment processes.
• Able to perform basic network troubleshooting.
• Good understanding of Active Directory, Group Policy, proxy settings, Microsoft Excel, and the latest Windows operating systems.
• Automation of repeated tasks is good to have, but not mandatory.
• Able to carry and move machines, including workstations and monitors, as part of trade floor support activities.