Branch Support - AVP

Global Financial Services company who offers a full range of investment banking, equities, fixed income, asset and wealth management products and services requires an experienced Branch / Trade Floor Support Engineer.

We require a hands-on professional who enjoys rolling up his or her sleeves and working with the global desktop services team to deliver world-class support, achieve goals, meet project deadlines and increase overall end-user satisfaction. This position requires an individual who is motivated, energetic and looking for a challenging environment where there are endless opportunities for career growth and exposure to cutting edge technology.

The successful candidate will:

• Ideally possess a strong and proven background in managing and supporting desktop services in in a financial services environment.
• Have excellent communication, personality and presentation skills. • Provide hands-on support, while ensuring you follow global best practices, standards and procedures.
• Provide oversight of all desktop operations in your respective office / coverage area.
• Assist with diagnosing and ultimately resolving issues quickly and efficiently in close cooperation with Engineering & Application Support teams as needed.
• Develop professional relationships with the various business units and act as their advocate.
• Assume the role of Incident Manager and escalate major outages while ensuring local and global management teams are kept up to date.
• Participate in meetings with IT Management to discuss various topics including issues, projects and strategy.
• Make recommendations on incorporating new technology into the company’s existing platforms.
• Possess experience with change management and knowledgeable about the hierarchical infrastructure of finance information systems.
• Communicate technical concerns and solutions to the business with varying degrees of technical knowledge as well as working with them help resolve their technical issues.
• Coordinate projects and drive for completion of global projects, including Windows 10, IPC Unigy upgrade, various office build-outs etc.
• Specifically for the Vice President (team lead) role:
  • Lead by example, providing hands-on support, while ensuring local teams follow global best practices, standards and procedures.
  • Lead a team of desktop support staff in Tokyo, provide oversight of all desktop operations in the Japan office, serve as the local escalation contact.
  • Review team performance metrics, ticketing statistics, mediate disputes, provide mentoring and training.

Responsibilities include:

• Daily support of a very active, fast-paced, high volume, diverse financial services / trading environment
• Responsible for day-to-day implementation, support, and maintenance of infrastructure, including all hardware, software, telephones, and IPC turrets.
• Frontline Support for all front office & back office applications including trading systems and market data applications such as Fidessa & Bloomberg.
• Liaising closely with Engineering & Application Support teams. • Citrix / VDI infrastructure support.
• Assist with integrating new applications and technologies into the current architecture.
• Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency.
• Responsible for the ongoing maintenance and future planning needs of the region’s desktop environment.
• Coordinate & manage vendor support.
• Collaborate with existing vendors to evaluate the new technology that is available and make recommendations to management on using that technology.
• Evaluate applications and software patches for desktop applications to see if they will solve desktop issues.
• Support Firm Issued iPhones / iPads (via Mobile Iron MDM).
• Oversight of the new hire onboarding and termination process.
• Documentation of all systems including existing and new applications, scheduled maintenance.
• Assistance on global initiatives involving other groups such as Application Support, Facilities and Infrastructure / Engineering teams.
• Inventory control - RMAs, service calls, new equipment requests.
• MAC’s relating to hardware & software, desk moves etc.
• Submit application packaging requests and assist with production certification.
• Support of all SCCM application deployments.
• Rack & Stack of Data Center equipment.
• Active Directory services support. • Print Server (Management & Support).
• BCP (Setup, Configuration & Testing).
• Firewall / Proxy support. • Conference Room / AV Support

Qualifications & Skills

• Bachelor’s Degree in Information Technology or related field.
• Microsoft Windows certificates highly desirable.
• 5+ years’ experience in a financial service IT environment.
• Proven ability to offer high level desktop support in an enterprise environment.
• Comprehensive understanding of network architecture and client/server technology.
• Excellent communication, personality and presentation skills.
• Strong problem-solving skills required.
• Ambitious and willing to learn new technologies.
• In depth knowledge of Windows 10 & Office 365.
• Technologies and hardware that we support extensively include: Windows 10, MAC OS, IPC turrets, Cisco VOIP phones, HP desktops, Lenovo Laptops, VDI, iPhones / iPads, Printers / MFP’s.
• Scripting Knowledge (a plus but not a requirement)
• Must have excellent decision-making and organizational skills, detail oriented, and the ability to work independently on assigned tasks.
• Willing to work off hours and weekends as needed.
• Solid communications sill, Fluency in Japanese and English required.
• 2+ years’ experience in information technology management.