IT Ops Engineer - Trader Support

Shell; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A global energy company in Singapore is seeking an IT Ops Engineer to provide desktop support for trading users. The role requires a relevant IT degree and at least 3 years of experience in fast-paced environments. Key responsibilities include troubleshooting hardware and software issues and logging support tickets. The company offers competitive salaries, flexible working hours, and opportunities for professional growth.

Benefits

Flexible working hours

Competitive salary

Paid parental leave

Access to training programs

Qualifications

• At least 3 years of relevant experience, including Level 2 and 3 support.
• Experience supporting hardware, software, and infrastructure in a fast-paced environment.
• Openness to supporting environments outside of trading firms.

Responsibilities

• Providing high-quality Level 1 infrastructure desktop support to trading users.
• Troubleshooting hardware, network, Windows OS, Microsoft Office, and trading applications issues.
• Logging all IT issues in ServiceNow and ensuring timely resolution.

Skills

Desktop support

Troubleshooting hardware

Analytical skills

Collaboration

Education

Relevant IT degree

Tools

ServiceNow

Job description

What’s the role

As an IT Ops Engineer – Trader support, you will be responsible for desktop support in a fast-paced environment supporting over 300 trading users primarily in Singapore, with the ability to remotely support locations such as Dubai, Japan, Mumbai, and Australia.

What you’ll be doing

The successful candidate will perform the following:

• Providing high-quality Level 1 infrastructure desktop support to trading users via email, phone, walk-ins, instant messaging, and remote support.
• Supporting users on the same floor.
• Troubleshooting hardware, network, Windows OS, Microsoft Office, and trading applications issues.
• Logging all IT issues in ServiceNow, ensuring ticket closure and timely resolution, and escalating when necessary.
• Collaborating with support teams, including trading and third-party providers, to resolve issues.
• Coordinating hardware acquisitions, service requests, and ensuring timely delivery.
• Managing onboarding, user access permissions, and hardware setup for trading users.
• Assisting with desk moves, hardware setup, network points, and phones, coordinating with support teams.
• Leading small infrastructure projects to meet objectives and deadlines.
• Managing mobile devices, including setup, replacements, and troubleshooting.
• Ensuring business continuity and disaster recovery readiness, participating in tests and site visits.
• Communicating system outages and maintenance clearly to users.
• Documenting support processes and user guides in the knowledge base.
• Adhering to health, safety, security, compliance, and IT policies.

What you bring

We seek individuals with:

• A relevant IT degree.
• At least 3 years of relevant experience, including Level 2 and 3 support.
• Experience supporting hardware, software, and infrastructure in a fast-paced environment, preferably in trading or related sectors.
• Strong analytical skills.
• Openness to supporting environments outside of trading firms.

What we offer

Join Shell to work with talented, committed people on global energy challenges. We value honesty, integrity, and respect, offering opportunities to develop skills and grow professionally in a supportive environment. Benefits include:

• Career progression in energy transition efforts.
• Transferable skills development.
• Work with cutting-edge technology and trends.
• Collaboration with experienced colleagues.
• Flexible working hours and remote options.
• Competitive salary and annual performance-based increases.
• Paid parental leave for all parents.
• Commitment to diversity and inclusion, encouraging applicants of all backgrounds.
• Diverse career opportunities within international teams.
• Access to extensive training and development programs.

Shell aims to be one of the most diverse and inclusive companies worldwide. Learn more about our efforts here.

We welcome applications from all qualified candidates and encourage you to join our Talent Community for future opportunities.

Shell in Singapore

Shell is a global energy company committed to sustainable energy solutions. In Singapore, Shell has a long-standing presence with diverse operations including trading, refining, low-carbon solutions, and electric vehicle charging stations.