Desktop Support Engineer L3

• Provide expert-level 1st and 2nd line desktop support in a high-paced trading environment, serving as an escalation point for complex technical issues.
• Deliver support for desktops, laptops, mobile devices, AV systems, and local/network printers, including installation, configuration, and troubleshooting.
• Collaborate with remote network engineering teams to resolve network-related issues (connectivity, performance, configuration) and act as senior local hands for network troubleshooting and maintenance.
• Maintain familiarity with office network topology, network closets, and demarcation points; assist with implementing fixes on network devices such as switches, routers, firewalls, wireless access points under remote guidance.
• Utilize network monitoring tools to analyze traffic, identify bottlenecks, and ensure optimal performance.
• Participate in IT projects including network upgrades, AV deployments, system refreshes, and application rollouts; complete required training and documentation for new deployments.
• Conduct Operational and User Acceptance Testing for new applications and systems.
• Ensure all tickets are logged, updated, and maintained in ServiceNow (SNOW) with high quality and accuracy.
• Assist in determining severity 1 and 2 incidents, aid during major incidents, and participate in post-incident reviews.
• Identify root causes for recurring IT problems to improve service quality and reduce call volumes.
• Document solutions, create and maintain knowledge base articles, and contribute to technical documentation including network diagrams.
• Maintain confidentiality, integrity, and availability of data associated with applications and services.
• Ensure all changes to PC hardware and network assets are tracked in the asset database.
• Perform preventative maintenance and coordinate with OEMs for AV and network equipment.
• Adhere to security, regulatory, and compliance policies affecting Trading Operations Support (e.g., MRL, Compliance).
• Maintain effective working relationships with other support teams, service providers, and business representatives; act as a conduit for IT initiatives aimed at enhancing customer experience.
• Communicate relevant information clearly and effectively to team members and stakeholders.
• Observe Health and Safety requirements at all times.

• Strong troubleshooting skills for IT problem analysis, diagnosis, and resolution.
• Demonstrable experience recording, analyzing, and managing resolutions in line with SLAs while managing user expectations.
• Strong experience with Trade Floor technologies, including market data, trader voice, and trading applications.
• Ability to work effectively within a team and maintain a professional demeanor.
• Highly customer-focused with strong communication skills (articulate, methodical).
• Strong sense of urgency and understanding of the trading environment.
• Outstanding documentation skills and ability to create clear technical instructions.
• Experience working in a managed desktop environment with lockdown controls.
• Familiarity with industry-standard compliance requirements (FCA, SOX, Dodd-Frank).

• Technical proficiency in:

• Windows 10/11 and Active Directory
• O365 Office productivity suite
• Corporate messaging (Outlook/Exchange), instant messaging (MS Teams, ICE Chat, Vantage)
• LAN and remote access services (VPN)
• High-tech meeting rooms (video conferencing, telepresence, wireless networks)
• Unified document capture and production systems (printers, scanners, fax)

Ability to interpret and create network diagrams and technical documentation.

Expertise

• 5+ years’ experience providing desktop support in a Trade Floor environment.
• 5+ years supporting Trade Floor PC builds and compliance controls.
• Experience in oil and gas industry preferred.