IT Customer Service Representative

Job - IT Customer Service Representative - Technical Trader Support

Work Location: Houston, TX

Duration: 12+ Months

Job Description

• The IT Ops Engineer - Trader Support provides dedicated in-person ('on the floor') business proximate IT support to Traders and Front Office Commercial staff, workers with real-time impacts to the trading business.
• The team serves as a first point of contact for all Trading IT issues, of which includes standard desktop services and general triage for enterprise and application services for their designated locations and remote sites at times.
• This role is expected to maintain operational effectiveness within a high-pressure and demanding environment, while performing trader supporting tasks.

Accountabilities

• Provide effective IT floor support to resolve immediate operation issues to minimise impact; 1st level troubleshooting; Windows OS, PC, network, Microsoft Office (M365 suite), Exchange and Active Directory, trading specific packages, external information services, online trading platforms, bespoke trading applications
• Maintain good working relationship with stakeholders such as the Trading business users, IT Service Desk and partners, vendors, and IT management
• Work collaboratively within Shell IT (i.e., Service Assurance team, Enterprise Services and Application Operations) to coordinate effective resolutions to operational issues
• Ensure all required security, compliance and equipment demand processes and procedures are followed
• Facilitate local deployment of software and hardware rollouts, as required
• Provide support during the regional annual Business Continuity tests
• Balancing satisfying user requests while adhering to the IT policies and processes
• Apply technical acumen towards continuous improvements to processes and tools both inside the team and to support the business

Requirements

• Relevant Information Technology or Management Information Systems education at bachelor's degree level or equivalent (qualified associates deg.)
• Minimum of 2-3 years of desktop or infrastructure support experience preferably in End-User environment
• Excellent English language communication skills
• Strong technical knowledge of industry standard PC technologies and the Trading user desktop environment
• Experience with call-logging systems (i.e., ServiceNow)
• Excellent customer-facing, interpersonal skills
• Affinity with both technology and business processes
• Ability to deal with business and IT management at all levels
• Ability to prioritise in a demanding environment with multiple deliverables
• Self-starter, reliable and able to work with minimum supervision
• Strong knowledge of Windows OS, MS Office products (M365), Exchange, AD
• Awareness of market data feed services (i.e., Reuters, Bloomberg ICE, MarketView)
• Knowledge of development/scripting tools (i.e., Excel, VBA, Java, Power Shell, MS Power Platform)
• Knowledge of support, troubleshooting processes and ITIL certification a plus

Key skills: Trader support, infrastructure support, Windows OS, MS Office products