1st / 2nd Line Support Analyst - Financial / Banking - Whilst not essential preferred candidates with have previous Financial / Banking experience with some Trading Application Support in a mixed Windows / Linux environment along with some FIX Protocol, Scripting (PowerShell, Python / Bash / Shell) and some Database / SQL Server experience.
You'll be working in a dynamic IT & Infrastructure team helping with the delivery, management and support of all IT-related systems and applications. As an IT Support Analyst, you'll become an integral team member, providing hands-on and remote support for desktop services and telecoms systems.
This role is particularly suited to a self-starter with good problem-solving skills. You'll be the first point of contact for all staff with a query about technology, having an immediate impact on the service to the business and being the face of technology within the company.
What You'll Be Doing:
- Providing 1st /2nd Line Support, answering phone calls and monitoring help desk systems, dealing with basic issues and escalating to 3rd line when required.
- Onboarding and offboarding of new and departing employees, including user account administration.
- Imaging and deployment of Windows desktop and laptop machines, as well as tracking of assets from onboarding to deprovisioning.
- Provide support for various in-house and 3rd party Financial Trading Applications within defined SLAs.
- Performing troubleshooting and collection of information for effective issue diagnosis and internal escalation and proactively seeking to reduce reoccurring issues.
- Understanding user requirements and being able to prioritise and escalate issues as required.
- Testing and evaluating new technology.
- Ensuring Audio/Video systems are operational and maintained.
Minimum Required Skills:
- Excellent knowledge of Microsoft products including Desktop / Server and Supporting Office 365 and Microsoft Excel.
- Experience with supporting and provisioning of mobile devices.
- Experience troubleshooting hardware, software, and networking issues including DNS / DHCP, TCP/UDP, telnet, IP, Ports etc.
- Some experience with Active Directory / Group Policy.
- Experience supporting and troubleshooting printers and copiers.
- Previous experience with demanding service levels and use of ticketing systems.
- Excellent communication skills with an ability to explain technical concepts in simple terms to a non-technical audience.
Desirable Skills:
- Some Cloud experience - AWS / Azure
- Some Unix / Linux Systems Administration on any variant - Red Hat, Ubuntu, CentOS, Rocky.
- Ability to write SQL queries and a strong understanding of relational databases.
- Any Scripting experience e.g. bash/shell, python, PowerShell, VBA or similar.
- Previous use of GIT version control or similar
Other Highly Desirable Skills:
- Previous Financial Application / Market Data Support experience
- Experience with FIX Protocol including Client Onboarding and day to day troubleshooting
- Knowledge or interest in the Financial markets including Equities, Futures, FX and Derivatives including basic Trading concepts.
- Any foreign languages - especially Spanish