End User Support Engineer

tp; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

TP ICAP is seeking a desktop and telephony support professional in the Philippines, based in Manila/Taguig. You will provide level 1–2 helpdesk and end-user support for brokers and staff, covering MS Office, Refinitiv, Bloomberg, and in-house applications.

Role requires good communication, documentation skills and the ability to work in a fast-paced financial dealing room environment. Some shift work, weekends or holidays may be required.

Qualifications

• Experience in a financial dealing room environment is essential.
• Excellent communication, documentation and peer training are required.
• Ability to explain technical issues to non-technical users clearly.
• Strong collaboration within a local and APAC team is expected.
• Familiarity with Windows operating environments and basic networking is a plus.

Responsibilities

• Provide desktop and telephony support to brokers and staff.
• Handle first/second line support for MS Office, Refinitiv, Bloomberg, and in-house apps.
• Document issues and resolutions in ServiceNow.
• Ensure hardware, software and services comply with policies.
• Assist in project, vendor and change management tasks.

Skills

Financial dealing room experience

Strong communication skills

Interpersonal skills

Customer service mindset

Documentation and knowledge sharing

Windows operating systems

Tools

ServiceNow

MS Office

Job description

The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world's leading provider of OTC data, and an award winning all-to-all trading platform.

The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world's most trusted, innovative, liquidity and data solutions specialist.

Role Overview

The role is responsible for the desktop and telephony support of all brokers and support staff. First and second level support is required for applications including MS Office, Refinitiv and Bloomberg as well as in-house applications. Some staggered shift, weekend and public holiday work will be required.

Role Responsibilities

• Daily interaction with end users for faults, maintenance, requests, MAC (move, add and change).
• Document issues and resolutions on ServiceNow
• Ensure hardware, software and services comply with company policies and procedures
• Execute installation, operation and maintenance of IT and communications equipment.
• Assist in project management, vendor management, change management, and addition/disposal of software, hardware and services.
• Participate in ad-hoc tasks, projects and assignments to meet with the needs of the business and department.

Experience / Competencies

Essential

• Reasonable experience in a financial dealing room environment
• Emphasis on sharing of knowledge through good communications, peer training and written documentation
• Ability to communicate well with non-technical users
• Good inter-personal skills
• Positive customer service and team attitude (helping others when required)
• Participate fully as a member of the local and APAC team and contribute to a positive work environment
• Knowledge of Windows operating environments.
• Reacts to project adjustments and alternations promptly and efficiently

Desired

• Initiative and ability to research problems independently, finding root cause
• Solutions oriented, taking initiative on a regular basis finding ways to avoid problems proactively
• Ability to prioritize workload to meet deadlines and work well under pressure
• Familiar with Microsoft Office
• Logical and structured approach to problem solving
• Some knowledge of TCP / IP networking and related services

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

Location

Philippines - Ecoprime Building - Taguig City