Branch/ Trade Floor Support Role - AVP/VP

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.