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.