Global Support Engineer Level II, Chicago, IL Back>>

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Global Support Engineer Level II


-Provide technical support, administration, for all internal end-user software, hardware, and connectivity.
-Identify, diagnose, research, track and resolve technical problems.
-Escalate issues and facilitate user assistance from third parties or other IT groups as needed.
-Maintain an intermediate level of knowledge, and involvement in many aspects of trading environment.
-Add and maintain user accounts and permissions on systems in compliance with security policies.
-Deploy, manage and document a wide variety of devices and applications running primarily on Dell desktops, ThinkPad laptops, Blackberries, RSA Remote Access Tokens, and IPC Trading Turrets.
-Configure and repair workstations, laptops, dealer boards and blackberries on a timely and independent basis.
-Interact independently with users and meet all assigned user support and IT project commitments.
-Track assignments of software licenses and hardware assets.
-Ship supplies and equipment to users and receive ordered supplies and equipment as needed.
-Effectively work in a cooperative and collaborative global team environment.
-Engage in technical collaboration with other Infrastructure groups and Business IT teams as appropriate.  The work includes a mix of ad-hoc support, shorter-duration maintenance tasks, and longer-duration project work.
-Must be able to participate in the development of new procedures and processes when work situations require.
-Serve as backup resource for other IT functions outside the traditional IT Support Associate role, as needed.
-Initially, User Support Engineers receive a moderate level of supervision, but will be expected to operate with increased independence over time.


-Demonstrate the ability to effectively recognize and resolve technical issues.
-Demonstrate the ability to adapt quickly to a new and changing technical environment.
-Demonstrate critical, analytical thinking in all aspects of the job.
-Show strong independent judgment, discretion, and decision making abilities.
-Demonstrate effective oral and written communication skills.
-Must have a solid understanding of desktop and laptop computer hardware and peripherals.
-Must have a solid understanding of Microsoft Windows operating systems, Microsoft business products (Excel, Word, PowerPoint, Visio, Windows), and other common business productivity software.
-Must have a good understanding of LAN technologies and the TCP/IP protocol.
-Demonstrate solid knowledge of workstation connectivity solutions, including wireless networking, broadband solutions, and VPN clients.
-Demonstrate working knowledge of broad based server technology within a Microsoft environment; including but not limited to:  Active Directory, Exchange, DNS and DHCP.
-Demonstrate confidence working on and supporting remote computing components and solutions including but not limited to:  RSA Servers and appliances, Cisco VPN and Citrix.
-Have solid awareness and understanding of technologies that can or will impact the job function.  Keep current on latest technologies and technology trends.  Keep current on technical, industry and business trends.
-Develop a solid understanding of methodologies, tools and techniques.
-Develop a solid understanding of proprietary IT systems environment and associated tools.
-Know and employs the OSI model to troubleshoot technical problems.
-Have knowledge and experience configuring and troubleshooting IP telephony (preferably Cisco Call Manager) and Trading Turrets.

Task Completion/Execution:

-Consistently respond to support requests on a timely basis.
-Consistently meet or exceed end user timeframe expectations, initially with assistance but moving quickly towards independence.
-Commit the necessary time to ensure results and consistently produce accurate, high quality results.
-Document issues, troubleshooting steps, and solutions in SharePoint and Support Request tracking system.
-Manage own workload, escalating when help is needed or when customer service levels or deadlines are at risk.
-Maintain constant awareness of status of assigned tasks and how they relate to overall project priorities and communicate risks to supervisor.
-Provide estimates and other input used for defining tasks and aiding in creation of team work plan.
-Seek to identify and recommend changes to work processes and tools that may improve efficiency, effectiveness and quality.
-Maintain a commitment to comprehensive and efficient testing of changes and understand the potential impacts of untested solutions to business.
-Create appropriate documentation for work products.

Communication and Customer Focus:

-Communicate effectively with a wide range of audiences (technical and non-technical, staff and managerial), and in a wide range of settings (e.g., one-on-one, small group, in person, on the phone, and via e-mail).
-Interact professionally with all internal customers and demonstrate key client service concepts (e.g., responsiveness, attentiveness, composure, attention to detail, follow-through).
-Communicate and collaborate effectively with peers and supervisor.
-Maintain constant awareness of how assigned tasks impact internal customers, and communicate status proactively to ensure smooth project execution.
-Demonstrate ability to function effectively in a team environment.
-Communicate issue resolution status proactively to ensure customer timeframe expectations are met.
-Create documents and communications.  Occasionally review others' documents and communications as required.

Team Development:

-Contribute to team development and performance to achieve team goals.
-Work to earn respect of others.
-Look for opportunities to make contributions to the team that are outside of normal expectations.


-Bachelor's degree (BS or BA) preferred; or 6 years' plus related experience in a fast paced trading environment.

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