IT SUPPORT ANALYST

Role Summary

This role is part of the IT function in APAC, based in the Singapore Office. The right candidate will support IT needs of the business in the region via Follow-the-Sun model.

About Us

Marex has unique access across markets with significant share globally both on and off exchange. The depth of knowledge amongst its teams and divisions provides its customers with clear advantage, and its technology-led service provides access to all major exchanges, order-flow management via screen, voice and DMA, plus award-winning data, insights, and analytics.

The IT department is responsible for handling all the technological issues that arise and enables the company's employees to communicate, collaborate and perform their role duties.

Overall Responsibilities

• Desktop support of users
• Assist Global teams to maintain the server and network infrastructure.
• Management of IT specific projects within the region
• Management of the over-night global support process (follow-the-sun)
• Development and maintenance of documentation
• Local representation of the Global IT Service Desk team
• Candidate needs to work in shift schedule
• UK daylight saving on
• Monday: 07:30 – 16:30
• Tuesday – Friday: 08:00 – 17:00
• UK daylight saving off
• Monday: 08:30 – 17:30
• Tuesday – Friday: 09:00 – 18:00
• As part of the IT Service Desk you will have the following responsibilities:
• Management and resolution of incidents escalated from the service desk
• Knowledge sharing with other team members
• Adherence to global change, incident, problem and request policies and procedures
• Adherence to global security policies
• The Company may require you to carry out other duties from time to time

Skills Required

• Previous experience of working in the banking/ finance industry is highly desirable. At least 10 years’ experience in a similar role is what we would hope the successful candidate to have.
• The technical areas you will be expected to be competent in are as follows:
  o Standard Microsoft desktop technology (such as Office365, Microsoft Teams)
  o Standard Microsoft server platforms (Windows server 2016, 2019)
  o Understanding of Windows 2019 Active Directory Services
  o Working knowledge of ATERA Desktop Central system
  o Install and configure new IT equipment
  o Troubleshoot and upgrade software, hardware, and network incidents for workstations and office equipment, including operating systems and software applications
  o Setup user, email and application accounts
  o Provide new user orientation to new employees on the use of the computer system and network
  o Record, update and document requests using the IT service desk systems (JIRA, Confluence)
  o Create, maintain and publish relevant support documentation in order to assist all employees in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
  o Escalate unsolvable issues to proper tier support team members
  o Follow up with users to ensure the problem has been solved
  o Setup and maintain the leased line and internet connection for our clients.
  o Experience in supporting trading system is highly preferred.
  o Experience in supporting Cloud9 system is highly preferred.
  o Knowledge sharing with other team members through a knowledge base system
  o IT project works: - Working with other Global IT teams.
  o Aligning working practices to ITIL framework where appropriate
  o In addition to the above, all members of the team are expected to contribute to departmental projects, and this can include weekend work.
  

Experience & Professional Qualifications

• Strong management experience (people/ stakeholders/applications)
• Proven history of IT experience within a bank or brokerage trading environment
• Knowledge of current F&O vendor platforms at administrative and technical level.
• Strong communication skills and good telephone manner
• Strong understanding of brokerage operational flow and ‘lifecycle of a trade’
• Good understanding of general IT, network, operating systems and server management
• Experience of driving change initiatives in a service environment
• Experience in Trading Technologies CQG/Fidessa/SharePoint platforms would advantageous
  

Professional Qualifications

• ITIL v3 and/or Windows Admin / CCNA above other qualifications are a plus.

Personal Attributes

• Calm under pressure
• Flexible
• Eagerness to learn
• Excellent communication skills
• Effective written and oral communication skills, with the ability to present ideas in user-friendly language

Company Values

Acting as a role model for the values of the Company:

Respect - Clients are at the heart of our business, with superior execution and superb client service the foundation of the firm. We respect our clients and always treat them fairly.

Integrity - Doing business the right way is the only way. We hold ourselves to a high ethical standard in everything we do – our clients expect this, and we demand it of ourselves.

Collaborative - We work in teams - open and direct communication and the willingness to work hard and collaboratively are the basis for effective teamwork. Working well with others is necessary for us to succeed at what we do.

Developing our People - Our people are the basis of our competitive advantage. We look to “grow our own” and make Marex Spectron the place ambitious, hardworking, talented people choose to build their careers.

Adaptable and Nimble - Our size and flexibility is an advantage. We are big enough to support our client’s various needs, and adaptable and nimble enough to respond quickly to changing conditions or requirements. A non-bureaucratic, but well controlled environment fosters initiative as well as employee satisfaction.