Job Description

Role: Field Support Engineer/AV Support

Location: Canary Wharf

The Field Support Engineer will be responsible for the installation, configuration, and troubleshooting of network infrastructure hardware and software. This position supports a broad range of IT hardware and software.

Responsibilities

• Responsible for installing, maintaining, and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.

• Diagnose and resolve various hardware performance issues, make decisions when appropriate related to replacing existing user workstation equipment and carry out the entire product replacement process, including the removal of existing IT assets as well as the implementation of new IT assets.

• Takes responsibility for potential or desired follow-up services or problem escalation.

• Should contribute directly to the implementation of new company service solutions, or short projects as per the supervisor’s directives.

• Should be able to conduct Video Conferencing meeting and Dry-run tests as needed

• Manage all IT assets, including tagging in / out existing and new IT assets as they are rolled out to end users.

• Ensure the best possible experience when setting up new user equipment, perform the necessary onsite testing to assure existing and / or new employees have access to equipment, applications, and various other technical solutions.

• Dealing with hardware and application support queries and issues reported to the Field Services team

• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

• Take ownership and responsibility of an issues from start through to a successful resolution

• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible

• Ensures that supported customer accurately completes the approved work request with the date and time of submission

• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures

• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas

• Maintain adequate knowledge of operating systems and application software used to provide a high level of support

• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Skills Required:

• Strong experience working in a field services support capacity, with specific experience in the configuration, implementation, and maintenance of IT assets (Laptops, Desktops, Peripherals), troubleshooting and resolving any and all technical issues which require onsite service support.

• Knowledge and practical experience troubleshooting and supporting local area data networking (hardware/software/protocols and best practices).

• Knowledge of Incident Management, Service Request management, DEPOT model etc.

• Proficiency in Microsoft Desktop OS (domain environment), Desktop application related configurations, troubleshooting etc..

• Knowledge of standard Microsoft Productivity Applications such as Microsoft Office and Outlook. Familiarity with all major web browsers including Google Chrome and Mozilla Firefox, EDGE and IE etc.

• Working knowledge of Apple-MAC operating systems and devices configuration and troubleshooting

• Working knowledge of ServiceNow ticketing tool.

• Should have experience to support Traders and Trading applications.

͏

͏

͏

͏