Trading Operations Support Specialist
2 weeks ago
Trading Operations Support Specialist
This position demands a proactive individual who can adeptly resolve a variety of technical issues while collaborating closely with end-users. The specialist will engage directly with trading divisions to ensure that the support team effectively addresses the operational requirements of the business. Additionally, maintaining open lines of communication with stakeholders is crucial.
Key Responsibilities
- Respond to incident inquiries via phone and email from users.
- Utilize ServiceNow for managing incident and problem workflows.
- Diagnose and resolve basic network and telecommunications connectivity challenges.
- Provide support for desktop technologies and applications within Windows environments (experience with Linux desktop support is advantageous), including remote access solutions.
- Possess knowledge and troubleshooting capabilities in Microsoft Windows OS, Microsoft Office Suite (including Office 365), mobile devices, printers, and other software applications.
- Assist with modifications related to trading floor setups.
- Maintain and enhance technical knowledge through ongoing education, focusing on customer support.
- Support initiatives that arise from firm-wide technological advancements.
- Keep end-users updated on the status of issues until resolution; escalate to relevant technology teams when necessary.
- A minimum of five years of progressive technical support experience within a financial institution is essential (preferably in a hedge fund or a substantial financial technology department); familiarity with trading processes for equities, commodities, futures, FX, and fixed income products is required.
- A Bachelor's degree is strongly preferred.
- In-depth understanding of market data systems such as Bloomberg and Thomson Reuters. Proven ability to integrate with Excel plug-ins, troubleshoot API issues, and effectively liaise with vendor technical support.
- A broad understanding of mobile technology.
- Experience with VDI and Citrix environments.
- Extensive background in CMDB, Change Management, Incident Management, and Quality Metric development and operation.
- Demonstrated ability and interest in providing hands-on customer service.
- Capability to guide the activities of peers and others not directly reporting to the role.
- Willingness to work night and weekend shifts, as well as occasional travel to branch offices.
- Familiarity with Active Directory and Exchange is desirable.
- Experience in server and data center support is a plus.
- Certifications such as MCP/MCSE/CCNA or equivalent are advantageous.
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