Trade Floor Support EngineerThis is a hands-on role requiring the ability to handle various problems with expertise and exceptional judgment while working with end-users. The role will require the individual to interface directly with trading business units to ensure the rest of the support team is meeting the business needs. The role is also responsible for proactive communication with the business.Principal ResponsibilitiesField incident phone calls and emails from end usersLeverage ServiceNow to manage incident and problem workflowsTroubleshoot basic network and telecommunications connectivity issuesSupport of desktop technology and desktop applications in Windows environments (Linux desktop support experience a plus), including remote access toolsKnowledge and troubleshooting skills in the Microsoft Windows OS, Microsoft Office Suite (including Office 365), mobile devices, printers and other applicationsAssist with trading floor adds/moves/changesTroubleshoot basic network and telecommunications connectivity issuesMaintain and build technical knowledge through continuous education with a focus on customer supportSupport projects that evolve as a result of firm-wide technical initiativesEnsure end-users are informed of issue status through resolution; escalate to the appropriate technology teams when necessaryQualifications/SkillsRequiredMinimum of five years of progressive technical support experience in a financial institution required (preferably hedge fund or large financial technology department); knowledge of how equities, commodities, futures, fx and fixed income products trade.Bachelor's degree strongly preferredStrong understanding of market data – Bloomberg, Thomson Reuters, etc. Proven expertise in integrating with Excel plug-ins, troubleshooting API broken links, effectively working with vendor technical support.Broad understanding of mobile technologyVDI and Citrix knowledge and experienceExtensive experience with CMDB, Change Management, Incident Management and Quality Metric development and operation.Must demonstrate an ability and interest in having a hands-on approach to customer service.Ability to direct activities of peers and others not reporting directly to the personAvailability for night and weekend shift work as well as light travel to branch officesKnowledge of Active Directory and Exchange desiredExperience in supporting servers and data centers a plusMCP/MCSE/CCNA or equivalent a plus
