IT Support Engineer

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

• 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

• 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