IT Support Engineer
|Job Title:||IT Support Engineer|
|Contact Name:||SBO (+65 65603224)|
|Job Published:||March 10, 2020 17:12|
We are looking for a IT Support Engineer, who is/are able to fulfill the following requirements:
Duration: 12 Months
- With 8 to 10 years of experience
- Mandatory Skills: Desktop Troubleshooting + 3 Yrs Dealer Room Services
- Technical Skills:
-> Good knowledge of Microsoft Office suite of applications.
-> Experience in Windows 7/10 Desktop O/S Environments.
-> Hardware – HP, Toshiba, Ricoh.
-> Voice/Telephony Support – Avaya, IPC Turrets.
-> Mobile Device – IPhone/IPad.
-> RSA/VPN/Citrix Remote Access Solutions.
-> Experienced supporting Video Conferencing and high-profile business events.
-> Active Directory knowledge.
-> BMC Remedy ticketing system. (Incident/problem)
-> SCCM knowledge.
-> Bloomberg and Reuters support.
-> Experience supporting FM Suite of Applications I.e. Calypso, Murex, Markitwire etc.
-> Experience supporting external vendor applications such as Barx, Citi-velocity, RTNS, etc.
- Non-Technical/Soft Skills:
-> Customer Service Orientated.
-> Team Player/ Positive attitude.
-> Ability to work unsupervised.
-> Flexible/ Adaptable to fit business needs.
-> Minimum 3 years working in a dynamic and fast paced Dealing Room environment sitting with traders is essential.
-> Experience supporting multi sites across Asia.
-> Successful applicant must come from a Banking environment with proven experience growing and maturing Dealing Room operations.
-> Strong Technical skill sets across Windows Desktop environments.
-> Strong analytical and problem-solving skills investigating to root cause.
-> Degree/Diploma in IT or equivalent.
-> ITIL certification would be an advantage.
-> Industry recognised IT certifications i.e. Microsoft is desirable.
Roles and Responsibilities:
- Coordination of technical support:
-> Dealing Room Engineer will act as a first point of contact for all FM IT related issues.
-> Investigate, diagnose and resolve incidents and problems using Remedy (following the ITIL framework) liaising with 3rd line teams to ensure timely resolution of complex IT issues, to ensure delivery of service to the business.
-> Managing support enquiries reported by the FM Team and actioning Servicing Requests.
-> Provide 1st level Market Data Support (Bloomberg and Reuters Products) as well as Voice, Video Conferencing and IPC Turret Support.
-> Resolve desktop connectivity issues for a suite of FM systems such as Calypso, Murex, etc.
-> Co-ordinate with various external vendors in terms of support and delivery.
-> Managing and Coordinating software installation, application configuration, hardware deployments and procurement duties as required.
-> Responsible for providing 1st and 2nd Line end user support for workplace technologies such as Desktop, Email, Telephony and Mobile.
-> Provide 1st level application support in house and external.
-> Delivering projects, service improvements and being able to manage demanding stakeholders’ expectations will be a key part of this role.
-> Coordination with Regional counterparts as required for FM IT related issues – ASIA, EMEA.
-> Provide backup desktop support duties for Back Office Functions as per business need.
- Incident and problem management:
-> Deliver the information required to resolve incidents and the fulfilment of service requests to ensure the successful resolution of incidents to the benefit of the customer.
-> Log, correctly classify and keep current all problems via the Incident Management System, to ensure the integrity of call data and problem management analysis.
-> Liaise with the IT Service Delivery Manager and Dealing Room Support Leader regarding potential problems, to identify the root cause and reduce the number of incidents experienced by the customer.
-> Responsible to co-ordinate and triage issues to 2nd level application, Infra and SDI Teams.
- Best practice and compliance:
-> Process all calls via phone, e-mail and direct engagement in line with the current call logging procedures, call priorities and escalation procedures to promote best practice.
-> Enter incident data according to required standards to ensure continuous improvement and resolution of incidents in a timely manner.
-> Identify service improvement initiatives, to ensure process improvement.
-> Ensure knowledge is documented for individual and team benefit and promote best practice.
-> Work with integrity to ensure we meet business expectations as a support function.
- Service delivery:
-> Maintain a professional approach, to ensure a high level of call quality and service delivery
-> Accountable for achieving individual KPIs specific to the Desktop Support domain, to ensure the defined internal KPIs are achieved.
-> Log, correctly classify and assign to relevant support group to ensure service level agreements are met and on-going quality service is delivered to the business.
-> Inform customers on their individual ticket status to ensure customers are appropriately informed of progress to schedule.
-> Participate in adhoc projects/initiatives under the direction of the IT Service Delivery Manager.
Other relevant facts about this position
- Desktop Support Operational hours are from 7am - 7pm on weekdays. (Rotating Shift Pattern)
Please send your application to firstname.lastname@example.org with (JOB_001427) in Subject line and highlighting:
- Your relevant experience
- Current/expected salary
- Availability information
- A latest MS-WORD Resume
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