Trade Floor Engineer

Trade Floor Engineer- Paris, France.

Restricted - External About IB Trade Floor End User Support IB Trade Floor End User Support at Client is responsible for providing comprehensive level 1 & 2 desktop support to all trading floor population in their day to day operation. This includes Markets, Treasury, Banking & Research business lines. The team supports over 6000 Front Office users. The global team has resources in New York, London and APAC. Our support model promotes faster resolution time and fluency with the customer base. Support issues can range from simple “how to”, up through profiling a new trading workstation, setting up user environment and application troubleshooting or working with internal engineering teams across the bank on major projects and IT incidents. We resolve incidents relating to Remote Access, Windows OS, Mobile Devices, Good For Enterprise, VDI, Citrix, software and hardware (in-house and vendor). Overall purpose of role This role carries responsibility for supporting users and computers of IB Markets. The position is responsible for providing client-facing Customer Service support on technical infrastructure activities including first and second line desktop support to the trade floor. It is a highly technical role and requires the right level of skill set. The candidate will join a team dedicated to supporting IB Markets, ensuring the smooth running of desktop systems, applications, provide expert advice and “how to” while ensuring an exceptional level of customer service to business users. As this is client-facing role, candidate will be exposed to business managers, desk heads and senior management on a daily basis, hence the successful candidate will have excellent communication skills and be able to prioritize issues and escalate where appropriate. Your Role (Key Accountabilities) Direct Engagement Incident Resolution (60%)  Operate as part of the team shift rota that provides support coverage from 07:00-18:00  Provide day-to-day, client facing, technical, infrastructure, application, and systems support to the Trade Floor  Monitor Major Incident reports, keeping aware of outages that affect users  Manage and lead major GTIS initiatives impacting the user experience and ensuring smooth delivery of projects to Front Office users  Take on the role of “Subject matter Expert”, for a suite of infrastructure related tools and desktop applications. Become a knowledge reference point for business users and colleagues  Interact with GTIS and business areas to ensure all changes are implemented with minimal impact on the user community  Stay prepared to quickly resolve or delegate any possible issue a user can have with technology, while adhering to risk management and best practices  Liaise between the Business, and IT teams like Market Data, Messaging, RTB and inhouse developer teams to bring about speedy resolution  Ensure 100% start-of-day workstation readiness, especially after maintenance weekends Role Profile Restricted - External  Manage trader’s escalations to resolution, freeing up user’s time to focus on their core responsibility ITIL Incident Management (20%) o Triage L2 Desktop Support incidents assigned from L1 Service Desk o Ensure Best Practices are followed, prioritizing based on impact o Act as a POC for the business with IT related issues o Meet or exceed Service Level Agreements, providing a permanent resolution or workaround o Perform root cause analysis, document the resolution, update KB articles Major and Minor Projects (15%) o Undertake task and project work as directed by the business, application owners, and line manager o Pilot changes to our systems, providing direct feedback to stakeholders o Pro-actively investigate to improve the quality of the desktop estate and user experience o Engage Engineering teams as required, through proper Change Management, and risk awareness o Ensure the workstation estate has all required software, hot fixes, anti-malware o Ensure smooth major systems updates (hardware, operating systems, etc) Shift Left (5%) o Work closely with L1 HelpDesk, via chat or email, to identify recurring issues and increase “first call resolution” metrics o Maintain a knowledgebase of escalation points, processes, fixes, and documentation Basic Qualifications/Skills (Must be quantifiable)  3+ year exposure to supporting Capital Markets in a Trading Environment  3+ years of experience troubleshooting Windows / Mac/ BYOD hardware and software issues  Experience with ITIL concepts and best practices  Strong communication skills, written and oral.  Strong basic technical skills with demonstrated ability to learn for the purpose of identifying trouble areas and suggest potential solutions Preferred Qualifications/Skills  Experience installing and activating Market Data Applications (Bloomberg, Eikon / Reuters Dealing, E-Speed, Tradeweb, Broker Tec, FactSet)  Experience troubleshooting Desktop Hardware, BIOS/UEFI settings, and O/S (Microsoft, Apple)  Experience working with Microsoft Active Directory, Windows Registry, Roaming Profiles, SCCM, Group Policy, Drivers, Anti-malware, and Hotfixes  Experience troubleshooting Microsoft Office Suite and add-ins Restricted - External  Ability to work under pressure in a demanding and a fast moving environment Purpose and Values Our purpose is creating opportunities to rise. We support sustainable and inclusive growth by connecting the ideas, innovations and aspirations of our customers and clients to the capital that can bring them to life. For over 325 years we have funded progress, and today we remain committed to helping make our world more sustainable, more inclusive and more connected. Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship. Respect - We respect and value those we work with, and the contribution that they make. Integrity - We act fairly, ethically and openly in all we do. Service - We put our clients and customers at the centre of what we do. Excellence - We use our energy, skills and resources to deliver the best, sustainable results. Stewardship - We are passionate about leaving things better than we found them. Job type: Contract Reference: 22-00371