Desktop Support Engineer L3

Job Description

Job Description

JOB SUMMARY
As a senior member of the Site Services team, provides high-quality, advanced technical support within a dynamic trading environment. Acting as a single point of contact for the business, this Level 3 (L3) role involves ownership of technical issues and queries, driving them to resolution through direct troubleshooting, escalation, or by sourcing required information. The position requires deep technical expertise, exceptional customer service, and superb communication skills to build strong relationships with business users and stakeholders at all levels, including Innovation & Engineering DWP (I&E). Responsibilities include deskside and remote support, handling escalated issues, mentoring junior staff, and collaborating closely with network, infrastructure, and multiple support teams both on-shore and off-shore, including 3rd party partners. Additionally, the role contributes strategic input into service improvement initiatives, ensuring robust IT support and maintenance for current and new systems in a fast-paced trading environment.

• Provide expert-level 1st and 2nd line desktop support in a high-paced trading environment, serving as an escalation point for complex technical issues.
• Deliver support for desktops, laptops, mobile devices, AV systems, and local/network printers, including installation, configuration, and troubleshooting.
• Collaborate with remote network engineering teams to resolve network-related issues (connectivity, performance, configuration) and act as senior local hands for network troubleshooting and maintenance.
• Maintain familiarity with office network topology, network closets, and demarcation points; assist with implementing fixes on network devices such as switches, routers, firewalls, wireless access points under remote guidance.
• Utilize network monitoring tools to analyze traffic, identify bottlenecks, and ensure optimal performance.
• Participate in IT projects including network upgrades, AV deployments, system refreshes, and application rollouts; complete required training and documentation for new deployments.
• Conduct Operational and User Acceptance Testing for new applications and systems.
• Ensure all tickets are logged, updated, and maintained in ServiceNow (SNOW) with high quality and accuracy.
• Assist in determining severity 1 and 2 incidents, aid during major incidents, and participate in post-incident reviews.
• Identify root causes for recurring IT problems to improve service quality and reduce call volumes.
• Document solutions, create and maintain knowledge base articles, and contribute to technical documentation including network diagrams.
• Maintain confidentiality, integrity, and availability of data associated with applications and services.
• Ensure all changes to PC hardware and network assets are tracked in the asset database.
• Perform preventative maintenance and coordinate with OEMs for AV and network equipment.
• Adhere to security, regulatory, and compliance policies affecting Trading Operations Support (e.g., MRL, Compliance).
• Maintain effective working relationships with other support teams, service providers, and business representatives; act as a conduit for IT initiatives aimed at enhancing customer experience.
• Communicate relevant information clearly and effectively to team members and stakeholders.
• Observe Health and Safety requirements at all times.

• Strong troubleshooting skills for IT problem analysis, diagnosis, and resolution.
• Demonstrable experience recording, analyzing, and managing resolutions in line with SLAs while managing user expectations.
• Strong experience with Trade Floor technologies, including market data, trader voice, and trading applications.
• Ability to work effectively within a team and maintain a professional demeanor.
• Highly customer-focused with strong communication skills (articulate, methodical).
• Strong sense of urgency and understanding of the trading environment.
• Outstanding documentation skills and ability to create clear technical instructions.
• Experience working in a managed desktop environment with lockdown controls.
• Familiarity with industry-standard compliance requirements (FCA, SOX, Dodd-Frank).
• Technical proficiency in:
  • Windows 10/11 and Active Directory
  • O365 Office productivity suite
  • Corporate messaging (Outlook/Exchange), instant messaging (MS Teams, ICE Chat, Vantage)
  • LAN and remote access services (VPN)
  • High-tech meeting rooms (video conferencing, telepresence, wireless networks)
  • Unified document capture and production systems (printers, scanners, fax)
• Ability to interpret and create network diagrams and technical documentation.

• 5 years experience providing desktop support in a Trade Floor environment.
• 5 years supporting Trade Floor PC builds and compliance controls.
• Experience in oil and gas industry preferred.