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Job description

About

Client has over 30 years of experience in clearing listed derivatives, providing support to traders in London since 1993. Their services now extend globally, with a head office in London regulated by the Financial Conduct Authority ("FCA"), and subsidiary offices located in Chicago and Hong Kong. The client's integrated approach ensures that they can provide support across all time zones.

ROLE

The successful candidate for this role of the IT Service and Support Analyst will provide quality IT

Services and Support. The role will provide 1 st and 2 nd line IT support to users globally in London, Hong

Kong and Chicago. Part of a small IT team based in London working alongside server and network

engineering teams. IT operates a shift system to provide cover between 7am and 7pm. Weekend and

out of hours working may be required within the role.

Reporting to: Direct: Head of Server Engineering

Indirect: Chief Operating Officer

CORE RESPONSIBILITIES

• Provide 1 st and 2 nd line diagnosis of incidents and service requests and implement solutions;
•  Prompt escalation of incidents to 3 rd line support;
•  Take ownership of projects from inception to delivery;
•  To ensure the ongoing operational efficiency of all aspects of the firm’s IT systems;
•  To maintain PC operating systems, and to support server and client PC software;

•  Carry out daily checks and monitor systems and resolve/escalate any issues;
•  Be the initial point of contact either over the phone, in person or over Teams for IT problems;
•  Log all calls on a service-now helpdesk system;
•  Own the problem and resolve within an expected timeframe, getting help from the server and
• networking team where necessary;
•  Keep internal documentations and knowledgebase up to date and accurate
•  Be available for out hours on-call support according to a rota for staff accessing remotely and
• Hong Kong/Chicago
•  Work with third party vendors to resolve issues where necessary; and
•  Be responsible for dealing with vendors for IT procurement including renewing licences,
• purchasing PCs and IT consumables.

Technical Skills

•  Windows 10 knowledge and troubleshooting;
•  Desktop Hardware;
•  Printer Hardware;
•  Carrying out computer builds;
•  Knowledge of FTP;
•  Web Servers;
•  Monitoring systems;
•  Networking experience; and
•  Powershell or other scripting language.

Experience with the administration of:

•  Active directory computer and users;
•  VMware vSphere;
•  Sophos;
•  Office 365 applications;
•  Exchange online;
•  Azure AD;
•  Azure MFA;
•  Intune;
•  Group policy;
•  Mitel voip systems;
•  SCCM;
•  Microsoft remote desktop services;
•  Print servers;
•  Service-Now;

Other skills and experience

•  Good interpersonal and customer care skills, able to interact with people at all levels both face
• to face, on the telephone and in writing;
•  Strong problem solving skills
•  Self-motivated to research problems to find a solution;
•  Strong documentation skills;
•  Ability to work on multiple projects simultaneously and responding to immediate incidents;
•  Ability to access and prioritize workloads whilst ensuring goals are achieved within allocated
• time frames;
•  Able to work both independently and as part of a small cohesive team;
•  A calm and methodical approach to troubleshooting issues in a pressured environment
•  Experience working within Financial/Trading/Clearing environment would be advantageous

Job Type: Full-time

Salary: £33,000.00-£38,000.00 per year

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• Technical support: 1 year (required)

Work Location: In person