1st / 2nd Line Support Analyst - Financial / Banking - N P Associates : Job Details

1st / 2nd Line Support Analyst - Financial / Banking - Whilst not essential preferred candidates with have previous Financial / Banking experience with some Trading Application Support in a mixed Windows / Linux environment along with some FIX Protocol, Scripting (PowerShell, Python / Bash / Shell) and some Database / SQL Server experience.

You’ll be working in a dynamic IT & Infrastructure team helping with the delivery, management and support of all IT-related systems and applications. As an IT Support Analyst, you’ll become an integral team member, providing hands-on and remote support for desktop services and telecoms systems.

This role is particularly suited to a self-starter with good problem-solving skills. You’ll be the first point of contact for all staff with a query about technology, having an immediate impact on the service to the business and being the face of technology within the company.

What You’ll Be Doing:

• Providing 1st /2nd Line Support, answering phone calls and monitoring help desk systems, dealing with basic issues and escalating to 3rd line when required.
• Onboarding and offboarding of new and departing employees, including user account administration.
• Imaging and deployment of Windows desktop and laptop machines, as well as tracking of assets from onboarding to deprovisioning.
• Provide support for various in-house and 3rd party Financial Trading Applications within defined SLAs.
• Performing troubleshooting and collection of information for effective issue diagnosis and internal escalation and proactively seeking to reduce reoccurring issues.
• Understanding user requirements and being able to prioritise and escalate issues as required.
• Testing and evaluating new technology.
• Ensuring Audio/Video systems are operational and maintained.

Minimum Required Skills:

• Excellent knowledge of Microsoft products including Desktop / Server and Supporting Office 365 and Microsoft Excel.
• Experience with supporting and provisioning of mobile devices.
• Experience troubleshooting hardware, software, and networking issues including DNS / DHCP, TCP/UDP, telnet, IP, Ports etc.
• Some experience with Active Directory / Group Policy.
• Experience supporting and troubleshooting printers and copiers.
• Previous experience with demanding service levels and use of ticketing systems.
• Excellent communication skills with an ability to explain technical concepts in simple terms to a non-technical audience.

Desirable Skills:

• Some Cloud experience - AWS / Azure
• Some Unix / Linux Systems Administration on any variant - Red Hat, Ubuntu, CentOS, Rocky.
• Ability to write SQL queries and a strong understanding of relational databases.
• Any Scripting experience e.g. bash/shell, python, PowerShell, VBA or similar.
• Previous use of GIT version control or similar

Other Highly Desirable Skills:

• Previous Financial Application / Market Data Support experience
• Experience with FIX Protocol including Client Onboarding and day to day troubleshooting
• Knowledge or interest in the Financial markets including Equities, Futures, FX and Derivatives including basic Trading concepts.
• Any foreign languages - especially Spanish