Barclays
TradeFloorEndUserSupportTechnician
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Trade Floor End User Support Technician at Barclays. Skills: Trade Floor End User Support, Incident management, Hardware and software support, Troubleshooting, Microsoft and Apple ecosystems. Monitor and maintain the bank’s critical technology infrastructure. Resolve more complex technical issues, whilst minimising disruption to operations”
What You'll Achieve.
Minimise disruption to operations; Improve the service to customers and stakeholders; Ensure optimal performance; Maintain stability and drive efficiency; Ensure issues are known when they occur; Consistently driving continuous improvement; Deliver to a consistently excellent standard; Achieve the objectives of the organisation sub-function
Industry & Context.
Resolve more complex technical issues; Identify, prevent and address potential issues; Identify the root causes of hardware, software and network issues; Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents
What They're Looking For.
Must Have
Considerable troubleshooting skill for software issues with expertise in Microsoft and Apple ecosystems, A demonstrated ability to learn, identify, and resolve systemic problems, The ability to triage and work individually and on a team in a fast-paced environment, Experience supporting Front Office, client-facing employees remotely and in-person
Nice to Have
Experience supporting applications like Bloomberg, Eikon / Reuters Dealing, E-Speed, Tradeweb, BrokerTec, FactSet, Experience working with Microsoft Active Directory, Windows Registry, Roaming Profiles, SCCM, Group Policy, Hardware Drivers, Anti-malware, Hotfixes, The ability to excel contending priorities in a demanding and a fast-moving environment, Familiarity with ITIL frameworks and Project Management concepts, including incident management best practices
What You'll Do.
Monitor and maintain the bank’s critical technology infrastructure
Resolve more complex technical issues
whilst minimising disruption to operations
Provision of technical support for the service management function
Develop the support model and service offering
Execution of preventative maintenance tasks on hardware and software
Utilisation of monitoring tools/metrics to identify
prevent and address potential issues and ensure optimal performance
Maintenance of a knowledge base containing detailed documentation of resolved cases
Analysis of system logs
error messages and user reports to identify the root causes of hardware
software and network issues
Providing a resolution to these issues by fixing or replacing faulty hardware components
reinstalling software
or applying configuration changes
monitoring enhancements
business continuity management
front office specific support and stakeholder management
Identification and remediation or raising
through appropriate process
of potential service impacting risks and issues
Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency
Actively tune monitoring tools
and alerting to ensure issues are known when they occur
Perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement
Lead and supervise a team
guiding and supporting professional development
allocating work requirements and coordinating team resources
Develop technical expertise in work area
acting as an advisor where appropriate
Partner with other functions and business areas
Take responsibility for end results of a team’s operational processing and activities
Escalate breaches of policies / procedure appropriately
Take responsibility for embedding new policies/ procedures adopted due to risk mitigation
Advise and influence decision making within own area of expertise
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to
Deliver your work and areas of responsibility in line with relevant rules
regulation and codes of conduct
Maintain and continually build an understanding of how own sub-function integrates with function
alongside knowledge of the organisations products
services and processes within the function
Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function
Make evaluative judgements based on the analysis of factual information
paying attention to detail
Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents
Guide and persuade team members and communicate complex / sensitive information
Act as contact point for stakeholders outside of the immediate function
while building a network of contacts outside team and external to the organisation
Interact with stakeholders directly to resolve issues
How You'll Work.
Team & Collaboration
Lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources; Partner with other functions and business areas; Guide and persuade team members; Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation; Interact with stakeholders directly to resolve issues; Work individually and on a team in a fast-paced environment
Communication Scope
Communicate complex / sensitive information
Process & Methodology
Project Management concepts
Full Job Description
# **Job Description** **Purpose of the role** To effectively monitor and maintain the bank’s critical technology infrastructure and resolve more complex technical issues, whilst minimising disruption to operations. **Accountabilities** * Provision of technical support for the service management function to resolve more complex issues for a specific client of group of clients. Develop the support model and service offering to improve the service to customers and stakeholders. * Execution of preventative maintenance tasks on hardware and software and utilisation of monitoring tools/metrics to identify, prevent and address potential issues and ensure optimal performance. * Maintenance of a knowledge base containing detailed documentation of resolved cases for future reference, self-service opportunities and knowledge sharing. * Analysis of system logs, error messages and user reports to identify the root causes of hardware, software and network issues, and providing a resolution to these issues by fixing or replacing faulty hardware components, reinstalling software, or applying configuration changes. * Automation, monitoring enhancements, capacity management, resiliency, business continuity management, front office specific support and stakeholder management. * Identification and remediation or raising, through appropriate process, of potential service impacting risks and issues. * Proactively assess support activities implementing automations where appropriate to maintain stability and drive efficiency. Actively tune monitoring tools, thresholds, and alerting to ensure issues are known when they occur. **Analyst Expectations** * To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement. * Requires in-depth technical knowledge and experience in their assigned area of expertise * Thorough understanding of the underlying principles and concepts within the area of expertise * They lead and supervise a team, gui
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