IT Support Analyst (Field Service) – Trading Desk

The Field Service (IT Support Analyst for Trading Desk) is responsible for providing technical assistance and support to end-users within the organization. This role includes troubleshooting hardware and software issues, resolving technical problems, and ensuring a smooth and efficient operation of IT systems.
This role interacts with internal customers, at all levels on the trading floor users, to gather needs and transform them into technical solutions. Exceptional customer relationship and communication skills, along with a passion for delivering excellent customer experiences, are essential. She or He must be accustomed to working in a high-tech, fast-paced environment with demanding internal clients, performing activities from a process management perspective and the ability to learn quickly.

Key Responsibilities:
Technical Support:

• Rapid diagnosis and resolution of issues in trading platforms, market data feeds, and order management systems.
• Provide timely and effective technical support to end-users.
• Assist with the installation, configuration, and maintenance of IT equipment.
• Support on Trading systems (e.g., Bloomberg, Broadcast, Reuters, MQ, …)

User Assistance:

• Respond to user inquiries and provide guidance on IT-related matters.
• Create and maintain documentation for common technical issues and solutions.

System Maintenance:

• Perform regular system checks and maintenance tasks.
• Ensure all IT equipment is functioning properly and efficiently.

Incident Management:

• Familiarity with ITSM tools (e.g., ServiceNow, JIRA).
• Prioritize and escalate issues as necessary to ensure timely resolution.

Collaboration:

• Work closely with other IT team members to share knowledge and best practices.
• Assist with IT projects and initiatives as needed.
• Manage multiple projects or tasks simultaneously.
• Deploy workstation and laptop builds, maintain equipment inventory, and assist with lifecycle planning and hardware refresh projects.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in a technical support role.
• Strong knowledge of hardware and software troubleshooting.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Advanced knowledge of Windows 11, Office 365, Citrix, mobile services, audio and video and desktop support.
• Fluency in English is mandatory.
• Confidence to speak in local and global meetings.
• ITIL certification is a plus.
• Excel knowledge is a plus.
• Patience and clear communication with internal end users.

Additional Information:
This is a on-site job position (5 days/week), based on São Paulo, Brazil.
Flexibility to work outside regular business hours may be necessary to address urgent issues.

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