Job Description
HCL is looking for a strong candidate who can join us as a core member in Trading Floor IT support team with one of our Banking and Finance clients. Prior experience in Trading Floor support would be preferable but not a requirement.
Role:
The IT Support engineer will be working within a team structure to provide world class IT services to HCLs client. The IT Support engineer and the Local IT team will provide a full range of IT related services onsite as well as dispatch, including the support of IT hardware and software related to PCs, laptops, Thin Clients and corporate mobile devices.
Responsibilities:
- Provide onsite hands-on technical support and insightful advice to customers.
- Focus on providing customers with best-in-class support experiences.
- Listen and in take all customer queries, requirements and needs with patience and empathy.
- Educate & share with customers on new technology and processes to enhance technology adaption.
- Provide guidance and training to customers on current technology and IT policies.
- Promote self-help through the use of Knowledge Base and technology specific portals.
- Provide continuous improvement on end user services offered to customers.
- Manage customer expectations accordingly to enhance IT Support experience.
Duties:
- You will diagnose IT issues on the spot and offer solutions to quickly get users up and running with minimum downtime.
- Provide customers with training and advice on client technologies and updates during service visit.
- Perform IMAC activities.
- Utilize Service Now to record and track all incident related to service calls.
- Work with Local IT team to provide coverage for a full business day.
- Provide written documentations, updates and root cause analyst on IT issues to management as needed.
- Create knowledge articles for new issues discovered where there’re no existing KBs.
- Provide feedback on potential issues or concerns to mitigate risks in the future.
Requirements:
- Diploma / Bachelor Degree in Information Technology or any related field.
- 2 - 5 years of experience.
- Communicative, friendly and reliable.
- Good level of spoken and written English.
- Microsoft Office Products.
- Microsoft Operating System (currently Windows 7, 10).
- Hardware and provisioning (PC/Notebooks/Printers/Smartphones).
- Mac System.
- Security knows how.
- Usage of Ticketing Tools.
Enhanced Technical skills:
- Structure and functionality of IT networks and the components (basic).
- Microsoft Active Directory.
- Mobile Office (VPN-Solution, iOS devices).
- Virtual Desktop troubleshooting(basic).
- ITIL or process know how.
- IT Security (basic).
- Installation/troubleshooting Knowledge of trading platforms (Bloomberg, Reuters) (basic).
Work Hours: 8am to 7pm | Mon - Fri
(Staggered work hours i.e. either 8-5, 9-6 or 10-7 depending on which login time is assigned to you)
Weekend/OOH Work Requirement:
ADHOC weekend and out of office hours’ activities. Participation for such activities is a requirement for this position. These activities vary from Power Down, network verifications, desk moves, etc. but are not frequent and will be made aware in advance.
