Dealing Room Support – MOT ITS – Houston – Contractor recruitment
Market Operations and Technology (MOT) provides technology and market operations to Macquarie's businesses.
The Technology Division is responsible for the management of Macquarie's technology infrastructure, the support and development of existing business systems and the delivery and deployment of new systems, technologies and services. It comprises business aligned teams which provide dedicated and specialist services to businesses as well as central teams which provide shared services, such as infrastructure, to multiple businesses.
Technology activities include:
- Managing Macquarie's technology infrastructure
- Supporting, maintaining and enhancing existing business systems
- Delivering and deploying new systems, technologies and services
- Ensures all technical hardware and software is provided to all users
- Operates the ITG Service Desk which provides IT support to all users
We are seeking an experienced Dealing Room Support Technician to join our ITS team aligned to the Fixed Income, Currencies and Commodities (FICC) Group in Houston, Texas. The primary purpose of this challenging position is to provide highly effective support for our Houston trading businesses and associated support functions.
The FICC Business in Houston trades in Power and Natural Gas, as well as providing Metals and Energy Capital services.
Responsibilities:
- Delivering a professional client service experience through ad-hoc troubleshooting and problem solving for end user queries in a professional and timely manner
- Customer-focused with a 'service first' mentality and best-in-class communication skills
- Undertaking incident management as required
- Working with the Service Desk and Problem Management teams to deliver a seamless ever improving service
- Actively working within ITS, account teams, and business teams to pre-empt service issues and drive continuous improvement in the technology environment
- Ensuring business requirements are being met by the various IT teams globally
- Ability to support and troubleshoot issues with technologies: including but not limited to: Networking (TCP/IP,DNS, Cabling), Linux/Unix, Remote Access Connectivity (iPass/VPN), Telephony (Syntegra Dealing Consoles/VoIP/Voice Recording) and Blackberry
- In-depth knowledge and ability to support Market Rates Services, Trading Systems and Market Feeds
- Assist with upgrades and deployment of new software and hardware
- Providing high level support of the Microsoft SOE - Windows 7/XP, Office 2007/2003
- Managing small projects on a daily basis
- Manage and assist with trade floor churns
Experience required:
- Have experience working in a similar role
- ITIL foundation knowledge
- Possess excellent communication and customer relationship management skills. The ability to communicate effectively across teams and with senior business managers
- Be comfortable working in a dynamic and high paced team environment whilst maintaining a sense of ownership and accountability
- Have a proven track record of performing under time pressure and working to tight deadlines
- Have a self starting approach and be willing to work flexible hours and varying shifts
- Be part of an on-call roster and regularly work out of normal business hours, often at short notice
- Have the ability to multitask and manage conflicting priorities
- Excellent desktop troubleshooting and performance analysis skills
- Market data/trade support skills - product knowledge of Reuters, Bloomberg, CQG and The ICE would be an advantage
- Solid understanding of networks, Windows servers, and the ability to assist the 3rd line engineers in fault finding
- Excellent understanding of Voice systems (BT Dealer voice, Cisco IPTel, Private wires)
- Experience with vendor management and relationships
- Solid understanding of Remote Access and VPN technologies
- Solid understanding of Disaster Recovery (DR) planning and testing procedures
- Deep knowledge of ITIL processes and prior experience in a trade floor environment would be advantageous