Trade Desk Support Specialist recruitment

The Trade Desk Support Specialist will:

Provide on-site, telephone and remote desktop support for senior staff running Windows XP/Windows 7
Provide on call support for remote offices with a follow-the-sun model
Provide technical support for IT hardware and software, such as desktop and laptop computers, printers, blackberries, Avaya phone system, Polycom video conferencing, IPC Alliance and IQ/MX turrets, network devices
Provide technical support for market data and trading applications including, but not limited to the following: Bloomberg, Reuters 3000xtra, Citco Aexeo, Barx, Prime Trade, Rediplus, Fincad, FXall
Assist in implementing (evaluation, testing and support) new hardware/software systems
Recommend system modifications to reduce user problems.
Work with vendors and new technologies on research and resolutions.
Act as a liaison between various groups within the department and company to aid in the expedition of resolutions
Be responsible for the research and the resolution of user related problems.
Escalate all issues as appropriate and follow through to completion.
Use Helpdesk ticketing system to track support tickets (Numara FootPrints).
Use Asset management system to track hardware asset information (Numara Asset Manager).
Update and maintain documentation and standard operating procedures.
Provide “remote hands” support for server, network, and telecom infrastructure including racking, cabling, upgrades, etc.

The ideal candidate will have the following:

Technical Skills:

A bachelor's degree and at least 5 years experience supporting a trading floor environment
Excellent analytical and troubleshooting skills.
Solid technical knowledge of Microsoft Office Products, and current versions of Microsoft Windows.
Solid understanding of PC/LAN system, working knowledge of Windows applications and a technical aptitude in order to effectively handle user inquiries.
Extensive experience in configuring, building, and troubleshooting desktop PCs.
Understanding of engineering concepts
Strong understanding of remote technologies, infrastructure, and email systems.
Industry certifications from CompTIA and Microsoft preferred. Bachelor’s degree in a computer field preferred.

Non-Technical Skills:

Excellent interpersonal, oral and written skills in order to establish strong relationships to communicate effectively and deal with all types of users.
Strong phone presence and ability to solve problems over phone, empathy and people communications skills, natural problem solver.
Demonstrated ability to maintain performance and professional attitude in a fast-paced environment and during heavy phone volumes in order to handle all customers’ calls with the same high quality standards.
High attention to detail in order to prevent errors when researching and resolving problems.
Willingness to be flexible with work schedule and work the hours necessary to provide adequate support coverage.

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