Trade Floor Support Lead

Vallum Associates; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the financial sector seeks an experienced IT service professional in London. You will manage and improve the firm's technology systems, provide comprehensive support, and ensure all employees have the necessary tools to succeed. The ideal candidate will possess a strong background in IT service management, especially in a corporate environment, along with excellent communication skills and a proactive approach to problem-solving.

Qualifications

• 8 years experience in IT service/help desk, ideally in financial services.
• Strong understanding of MS365 and Windows 11.
• Excellent troubleshooting skills and attention to detail.

Responsibilities

• Maintain and improve technical systems for firm-wide technology needs.
• Provide high-touch support to executives and staff.
• Respond to hardware, software, and network problems.

Skills

Communication

Troubleshooting

Problem-Solving

Attention to detail

Tools

MS365

Windows 11

Active Directory

Microsoft Entra

Bloomberg

Citrix

Zoom

Job description

Job description

Banking or financial services industry is a must

Responsibilities

• Maintain and improve technical systems of the firm to ensure all employees have the technology they need to complete their work and keep the firm’s important data and information safe and intact.

• Create new user accounts, configure laptops, and set up their desks and workstations.

• Respond to hardware, software, and network problems.

• Partner with managed service providers such as telecom vendors to deliver quality services and troubleshoot issues

• Manage projects to update end-user hardware and software, including mobile devices, laptops, operating systems, etc.

• Independently execute tasks related to employee and client facing meetings, such as audio and visual equipment, computer hardware used for presentations, etc.

• Provide high-touch, white-glove support to executives, assistants, and staff.

• Take ownership of issues and ensure prompt resolution of tickets.

• Work on imaging and deployment of computers.

• Work closely with management to develop and execute technical and operational project plans.

• Drive the adoption of new technologies in a quickly growing environment.

• Provide remote/on-call support.

• Resolve incident tickets through timely and accurate diagnosis and implement an appropriate solution.

• Collaborate and communicate with team members to keep everyone informed.

• Assist with office moves and system upgrades.

• Regular testing of file backups and call recording systems

• Periodic testing of disaster recovery and network resilience capabilities

• Patch/update monitoring of workstations and laptops plus remediation

• Managing the London office phone system (Avaya Cloud Office)

• Managing access control/security passes for users and visitors

• Occasional visits to our data center in East London for upgrades/maintenance

• Creating ‘how-to’ guides for end-users

Qualifications and skill set

• 8 years of experience working as an IT service or help desk professional in a corporate setting, ideally in the financial services industry

• Excellent verbal and written communication skills.

• Strong understanding of MS365 - Teams, OneDrive/SharePoint, etc.

• Strong knowledge of /Windows 11.

• Working knowledge of Active Directory, including creating/modifying accounts, groups, etc.

• Working knowledge of Microsoft Entra, Intune, Exchange and MS365 Admin Centers

• Knowledge of Bloomberg, including setup, Excel integration and troubleshooting.

• Knowledge of Citrix (Workspace and Director)

• Knowledge of Zoom (meetings, webinars, rooms).

• Hardware – printers, laptops, workstations, iPhones.

• Can work independently but knows when to escalate.

• Experience working under pressure.

• Willing to get hands dirty (moves, installs, etc.).

• Excellent troubleshooting and problem-solving skills with a strong attention to detail.

• Can follow procedures, policies, and documentation.

• Ability to be proactive and identify areas of improvement for all services being provided by the IT Support Team.