IT Support Engineer
About The Position
Assists in the design, coding, reviewing, analysing and modifying of technical solutions. Interaction limited mostly to within own team. Limited exposure to / interaction with business leadership. Works under supervision. Works within standard procedures and work instructions, and under the guidance of a more experienced colleague. The role works to provide or maintain IT operational effectiveness within the trading environment. Provide the first level of support for things such as PC hardware and networking systems, Windows environment, standard Microsoft Office packages, trading specific packages used for analytics, a variety of external information services, online trading systems and services and all ‘in house’ systems essential for the trading network to function. To fulfil this role, you need to be familiar with local major Trading systems, and with the way in which these are used by the Business to facilitate their work. Liaise with the Global Helpdesk, Trading Delivery Vertical Teams, other IT Teams, and external Vendors on such issues that cannot be addressed within the TS team. This role is evolving and becoming more technical to better support the business needs as they are now developing tools/apps on their own. Hours of operation can differ per region but cover a shift between local business hours.
Requirements
- Familiarity with local major Trading systems and how they are used by the Business.
- Ability to liaise with the Global Helpdesk, Trading Delivery Vertical Teams, other IT Teams, and external Vendors.
- Understanding of PC hardware and networking systems.
- Proficiency in Windows environment.
- Experience with standard Microsoft Office packages.
- Knowledge of trading specific packages used for analytics.
- Familiarity with a variety of external information services.
- Experience with online trading systems and services.
- Knowledge of ‘in house’ systems essential for the trading network.
- US Citizen or Permanent US Resident.
Nice To Haves
- The role is evolving and becoming more technical to better support the business needs as they are now developing tools/apps on their own.
Responsibilities
- Provide effective IT floor support to resolve immediate operation issues to minimise impact; 1st level troubleshooting; Windows OS, PC, network, Microsoft Office (M365 suite), Exchange and Active Directory, trading specific packages, external information services, online trading platforms, bespoke trading applications.
- Focal point/ ‘go-to’ resource at local site
- Mentoring and onboarding responsibilities for new permanent and contract staff at local site
- Maintain good working relationship with stakeholders such as the Trading business users, IT Service Desk and partners, vendors, and IT management
- Work collaboratively within Shell IT (i.e., Service Assurance team, Enterprise Services and Application Operations) to coordinate effective resolutions to operational issues
- Ensure all required security, compliance and equipment demand processes and procedures are followed
- Facilitate local deployment of software and hardware rollouts, as required
- Provide support during the regional annual Business Continuity tests
- Balancing satisfying user requests while adhering to the IT policies and processes
- Apply technical acumen towards continuous improvements to processes and tools both inside the team and to support the business
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
