Desktop Support:
- Install, upgrade, support and troubleshoot , Windows 11 / windows 10 and Microsoft Office and any other authorised desktop applications
- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment
- Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
- Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
- Customize desktop hardware to meet user specifications and site standards
- Performs work in compliance within specified warranty requirements
- Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
- When the restoration is beyond the scope of the computers, laptops, printers and any other authorised peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member
- Develop trends by monitoring and analysing incoming calls, problems and support requests
- Stock taking and managing store room assets
Operational:
- Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Administrator
- Email account administration, i.e., account creation and management and distribution lists on Exchange
- User account administration, i.e., account creation and management and password resets on Active Directory
- Use tools and methodologies to load, copy and customize operating system configurations for deployment
- Responsible for tracking hardware and software inventory
- Familiarize end users on basic software, hardware and peripheral device operation
- Works with vendor support contacts to resolve technical issues within the desktop environment
- Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
- Works with other IT team members regarding new branch builds and upgrades
- Dealing with queries by following departmental procedures for fault resolution
- Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
- Arranges for and/or prepares equipment for shipping/receiving
- Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
- Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas
- Maintain adequate knowledge of operating systems and application software used to provide a high level of support
- Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
Experience/Knowledge & Skills:
- Working technical knowledge of current protocols, operating systems and standards
- Ability to operate tools, components and peripheral accessories
- Microsoft Desktop Support Technician an advantage
- Software and Hardware Troubleshooting
- Windows 10, Windows 7 experience
- Routers, switches and firewall basic experience
- Microsoft Office 365
- TCP/IP
- Working knowledge of SMS, AD, 365 Exchange and remote control tools
- Knowledge of all software applications used within the organisation
- Good understanding of various asset classes (Equities, FX, and Fixed Income)
- Understanding of market data systems such as Bloomberg or Reuters
- Able to navigate in Unix and Windows proficiently, experience in reading logs generated by systems processes and in performing level 1 and level 2 troubleshooting
- Knowledge of FIX and TCP/IP are advantageous but not required. Experience in TIBCO or any middleware is preferred
- Experience of Perl or Shell scripting are advantageous
- Use SQL and reporting tools to provide ad-hoc reports to the senior management team
- Ticketing system in SNOW / Service Now
- Capture and input of daily activity
- Follow up of operational issues
- Asset management in HPAM
