Desktop Support Analyst, Gas Trading, US

JERA Global Markets; Houston (TX); Hybrid; USD 85,000 - 130,000; Full time

Job summary

JERA Global Markets seeks an experienced Desktop and End-User Support specialist to join its North American IT Operations team. You will support a global user base across on-site and remote locations, troubleshoot a wide range of desktop and application issues, and collaborate on cloud/digital transformation initiatives.

The role emphasizes strong communication, problem-solving, and readiness to participate in global projects within a fast-paced energy trading environment.

Qualifications

• Minimum 5 years of relevant work experience delivering desktop and end-user support within a complex trading environment.
• Knowledge of networking, infrastructure, and applications from a desktop support perspective.
• Experience diagnosing and remediating system issues in a Windows Server and Windows 11 environment.
• Experience with device provisioning and application delivery using SCCM and/or Intune.
• Experience with AD, Group Policy, Security/Anti-Virus, Networking, Microsoft Office, Email/Exchange, VDI, MDM, Video Conferencing, and Trader Telephony.
• ITIL knowledge; certification is a plus.
• Experience with desk moves.
• Experience using ITSM tools (Jira, ServiceNow, Remedy).
• Experience administering Microsoft Office 365.
• Domain knowledge of energy physical and financial commodities and derivatives.
• Experience supporting users in a cloud-first environment, with Azure services.
• Experience with cloud-focused logging and monitoring tools (e.g., Grafana, Azure Monitor, Application Insights and Log Analytic set).
• DevOps knowledge is advantageous.
• Experience with platforms such as EkaETRM, Trayport Joule, WebICE, CME Direct, SunSystems/Q&A, Zema, NatGasHub, Databricks, Cloud9, Topaz, Cubelogic, Bloomberg and Reuters.

Responsibilities

• Provide day-to-day operational support for the end-user computing estate and a diverse global user base, including on-site and remote employees.
• Take ownership as a central point of contact for any desktop support issues, ensuring professional communication.
• Diagnose and resolve system issues across a range of internally developed and vendor-supplied applications in support of the trading business.
• Follow-up on fixes for escalated issues.
• Onboard and off-board starters, movers, and leavers.
• Define and implement team processes to handle all support activities including up-to-date documentation in Confluence.
• Record and monitor progress of incidents and service requests in Jira, providing timely feedback to the business.
• Maintain knowledge of systems to troubleshoot a wide variety of technology issues.
• Collaborate with relevant teams to plan, test, and deliver ongoing enhancements.
• Contribute to development and improvement of processes and technology standards across desktop infrastructure and security domains.
• Operate in a change-controlled environment and ensure deployments follow release procedures.
• Proactively monitor the estate for availability, capacity, and performance.
• Participate in global projects, improvements, and controls activities to enable growth, innovation, and digital transformation.
• Share knowledge and mentoring with peers as required.
• Occasional work outside normal hours for major incidents or maintenance.

Skills

Desktop support

End-user support

Networking basics

Windows Server

Windows 11

SCCM

Intune

Active Directory

Group Policy

Office 365

ITIL

Jira

Confluence

ServiceNow

Remedy

Azure

PowerShell

Python

Azure AD

VDI

Security/Anti-Virus

Troubleshooting

Cloud monitoring

DevOps

Energy trading platforms

Education

Bachelor's degree

Tools

Jira

Confluence

ServiceNow

Remedy

SCCM

Intune

Azure AD

Active Directory

Office 365 admin

VDI tooling

Job description

COMPANY DESCRIPTION

About the Company

The JERA Global Markets Group (JERAGM) is a leading utility-backed energy trader specialising in LNG, power,coaland freight.

As JERA’s exclusive trading and optimisation platform for majority shareholder, JERAGM operates one of the most exciting energy portfolios in the world, which gives it an in-depth understanding of the way local,regionaland international energy markets behave. Thisexpertiseenables us to capture trading opportunities, optimise portfolios, createvalueand enhance security of supply for our customers.

Headquartered in Singapore, JERAGM has a global talent pool of about 400 people across officeslocatedin five strategic locations: Singapore, the UK (London), Japan (Tokyo), the US (Houston)and Australia (Brisbane).

RESPONSIBILITIES

Position Description

This role forms part of JERA's growing North American Gas Trading business, which is expected to transition onto JERAGM’s trading platform. This business is wholly owned by JERA Co., Inc. and will focus on US natural gas trading,optimisationand market development across North America. Successful candidates will join during the build-out phase ahead of the business's planned operational launch.

The successful candidate will be working within the IT Operations realm across all areas of the trading business (front, middle and back-office) to providedesktop andend-usersupport. This role offers a unique opportunity to be a part of a global and rapidly evolving IT department that is driving the company’scloud anddigital transformation agenda. The ideal profile of this position calls for a flexible and well-rounded individual with broaddesktop and end-user supportexperience - someone who is self-motivated, detail oriented, collaborative, and has both strong customer relationship management skills and a problem-solving nature.

Key Role Responsibilities

• Provide day-to-day operational support fortheend-user-computingestateanda diverse global user base, including on-site and remote employees.

• Take ownership, and bea central pointof contact, for anydesktopsupportissues reported by users, ensuring professional and regular communication is provided.

• Diagnose and resolve system issues across a range of bothinternally developedand vendor supplied applications in support of the trading business.

• Follow-up on fixes forescalatedissues.

• Facilitate on-boarding and off-boardingforstarters,movers,and leavers.

• Define and implement team processes to handle all support activities including the provision of up-to-date documentation in Confluence.

• Effectively record and monitor progress of all incidents and service requests raised into Jira, providingtimelyfeedback to the business and stakeholders asrequired.

• Maintain a comprehensive working knowledge of systems to troubleshoot a wide variety of technology issues.

• Collaborate with relevant teams to plan,test,and deliver on-going enhancements.

• Contribute to the development and improvement of processes and technology standards across the desktop infrastructure and security domains.

• Operate within a change-controlled environment and ensure that deployments are conductedin accordance withrelevant release procedures.

• Proactivelymonitorthe estatefor availability,capacity,and performance.

• Participate in a wide variety of global projects,improvements,and controls activities to enable growth in business footprint,innovation,and digital transformation.

• Share knowledge andexpertisewith others, coaching and mentoring peers asrequired.

• Occasional work outside of normal business hours may berequiredat times, for major incidentsand/orplanned maintenance.

QUALIFICATIONS

Key Qualifications and Experience

Essential:

• Minimum 5 years of relevant work experience delivering desktop and end-user support within a complex trading environment, involving multiple stakeholders and third-party vendors.

• Demonstrable knowledge of networking, infrastructure, and applications from a desktop support perspective.

• Experience diagnosing and remediating system issues in aWindowsServer and Windows 11environment.

• Experience with device provisioningand applicationdeliveryusing SCCM and/orIntune.

• Experience of working with and troubleshooting issues related to any of the following: Active Directory, Group Policy Management, Security/Anti-Virus, Networking, Microsoft Office, Email/Exchange,VDI,Mobile Device Management, Video Conferencing,andTraderTelephony.

• Knowledge of ITIL framework, certification an advantage.

• Experience with managing desk moves.

• Experience using ITSM tools (Jira, ServiceNow, Remedy etc.)

• Experience administering Microsoft Office 365.

Desirable:

• Experience administering Microsoft Azure (e.g.,Entra ID,RBACetc).

• Knowledge of a scripting language (e.g., PowerShell or Python).

• Familiarity with the Atlassian product suite (e.g.,Jira and Confluence etc).

• Experience with software-defined networking and security controls (SD-WAN/SASE).

• Experience with desktop-as-a-service and modern management (especiallywithAzure Virtual Desktop, MicrosoftDefender,and MicrosoftEndpoint Manager).

• RelevantMicrosoft 365 andAzure certification(s).

• Experience managing small projects/changes.

• Domain knowledge of energy physical and financial commodities and derivatives.

• Experience supporting users in a cloud-first environment, with practical knowledge of Microsoft Azure services.

• Experience with cloud-focussed logging and monitoring tools (e.g., Grafana,Azure Monitor,Application Insights and Log Analyticsetc.).

• DevOps knowledge would be an advantage.

• Experience with any of the following platforms/systems:EkaETRM, TrayportJoule,WebICE,CME Direct,SunSystems/Q&A, Zema,NatGasHub,Databricks,Cloud9,Topaz,Cubelogic, Bloomberg and Reuters.

Person Specification

• Strong academic background, educated to degree level and/or equivalent professional qualification or relevant business experience.

• Excellent communication and interpersonal skills.

• Must be able to organise and articulate technical information clearly and concisely.

• Committed to continuous improvement.

• Sensitive to a variety of cultures.

• Highly motivated to deliver results and ‘go the extra mile’ to meet deadlines.

• Structured, systematic, and analytical in approach with a problem-solving mentality.

• Customer focussed, and goal orientated with keen attention to detail.

• Adept at working with challenging users in a fast-paced trading floor environment.

• Self-starter willing to take responsibility for problems and be pro-active in their resolution.

• Willingness to research and learnnew technologiesand techniques asrequired.

• Open tonew ideasand change initiatives, with an ability tomodifythe current approach in the face of new demands.

Role Opportunity

This role offers an excellent opportunity to further develop skills and responsibility within a growing and successful commodity trading business.