End User Support Engineer

768 TP ICAP Management Services Ltd (Philippines Branch); Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

TP ICAP Group in the Philippines is seeking a Desktop and Telephony Support specialist to provide first- and second-level IT support for brokers and staff, handling MS Office, Refinitiv, Bloomberg, and in-house apps.

The role requires staggered shifts, weekend and public holiday work, and strong communication skills to collaborate with a financial dealing room team in a dynamic environment.

Qualifications

• Essential reasonable experience in a financial dealing room environment.
• Ability to communicate clearly with non-technical users and document issues.
• Familiarity with Windows environments and standard IT tools.
• Willingness to work staggered shifts, weekends, and public holidays.

Responsibilities

• Provide desk and telephony support for brokers and staff at first and second line.
• Support MS Office, Refinitiv, Bloomberg and in-house apps; log issues in ServiceNow.
• Install, operate and maintain IT and communications equipment; adhere to policies.
• Assist in project, vendor, and change management; take on ad-hoc tasks.

Skills

Windows operating environments

Customer service

Communication

Teamwork

Problem solving

Prioritization under pressure

Attention to detail

TCP/IP networking knowledge

Tools

ServiceNow

MS Office

Refinitiv

Bloomberg

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

Connecting clients, communities and colleagues for sustainable growth TP ICAP connects people, platforms, ideas, and insight across the world’s financial, energy and commodities markets.

Work with us

Joining TP ICAP puts you at the heart of markets that matter. You’ll have the freedom to innovate and act on your initiative. We’ll train you and build your abilities in your specialist area, so that you can become an expert in your field. And all within a connected network that’s there to set you up for success.

More about us

TP ICAP Group is a collection of premium brands each with a distinct, client-focused offering. Underpinning and connecting these client-facing brands is the financial security, operational strength and know-how we have as a Group. Connections are at the heart of what we do. We combine our people’s know-how with the latest technology to improve price discovery, trade execution and liquidity flow. Connections create strength. Through them, we help our clients to manage risk, realise investment strategies and expand the scope for growth. And connections act as a catalyst. Sparking richer solutions for our clients to break new ground, modernising markets for future performance, and creating dynamic careers for our people. Our capacity to connect builds trust, supports communities and gives us the power to anticipate and respond to change, whatever direction the world takes. It’s what makes TP ICAP a mainstay in the global markets, now and in the future. TP ICAP. We connect.