Trading SR Support Helpdesk Job Posting

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Job Title:	Trading SR Support Helpdesk
Company:	ITX
Position Type:	Permanent
Pay Rate:	75k
Skills:	Helpdesk, Trading
Date Posted:	Oct-28-09

Support Activities:
• Take ownership of customer technical issues managing them through to resolution - including post mortem for improvement ideas.
• Ensure customers contacts are kept updated on ongoing issues in line with severity of problem.
• Work with other GSD locations and GSD management to ensure that customers get one, consistent, view of company
• Adhere to team and company procedures for performing work and maintaining records. Contribute to the improvement of working procedures and systems.
• Ensure feedback is presented in a professional and accurate way.
• Provide an effective handover at the end of each shift to GSD Sydney and receive handover from GSD London at the start of each day.
• Maintain an understanding of customer environments and architecture.
• Perform Work Requests such as installations, upgrades and contract configurations.
• Identify process and procedural improvements for GSD relating to upgrades / operational practice.
• Sanity check new major releases to ensure all documentation / software and configuration files are all fit for production.
• Provide Operational input for all SDS signoff of new released components.

SKILLS/ EXPERIENCE REQUIRED:
The following attributes are essential:
Technical Skills
Unix
Candidate will need to have strong Unix troubleshooting skills. Skills needed include installation and configuration of Solaris/Linux O/S, system monitoring, fault finding, understanding simple shell scripts.
Windows
Candidate will need to have a good understanding of how to install, configure and troubleshoot Windows Server (2000/2003). Additionally the candidate must have strong Windows troubleshooting skills.
Networking
The candidate must posses a good general understanding of TCP/IP. Skills required include the understanding of IP addressing and simple routing over Windows and Unix servers and basic network troubleshooting.
Communication Skills
The candidate must possess very strong spoken and written communication skills. The calls and mails dealt with by GSD are complex and wide ranging so it is a key requirement to be able to identify from a written or verbal description, the severity and source of the issue. Reassuring customers when they call with production issues is also a very challenging task and being able to interact with them and make them feel confident that the issue is in hand is a demanding but also vital skill. Candidate will be comfortable working in a multi-cultural environment across multiple countries and time zones.
IT Helpdesk experience
Candidate must have significant previous IT helpdesk experience (i.e. managing helpdesk calls, keeping customers updated and escalating where necessary). This experience needs to include a significant remote support component.

The successful candidate will also need to possess at least one of the following:

Market knowledge
Display a strong understanding of electronic derivatives trading and have an understanding of the major derivatives exchanges. As this is such a broad category, it is hard to be specific, but to qualify in this respect the candidate must have a good understanding of the various exchange connectivity methods and trading terminology. Should be familar with or have strong knowledge of the Fix protocols.


or Application Support Knowledge
To have supported a server based mission critical application. They need to have demonstrated an ability to learn a complex piece of software (not Excel, Blackberry, Exchange rather more specialist) and support users on it. Ideally this would be some sort of trading package but not necessarily.

Experience of the following would be an advantage
• Knowledge of electronic derivates trading ideally knowing futures and options.
• Experience working shifts
• And any work with major Trading platforms is a huge plus, Trading Technologies ( TT ) or CQG , or Patsystems .


COMPETENCIES:
• Good team worker
• Able to organize own work and demonstrate good judgement in prioritising.
• Able to handle conflict with dissatisfied customers
• Capable of building and maintaining customers' confidence
• Good attention to detail and focussed on getting things right first time
• Committed to resolving problems for customer, even at personal inconvenience.


Hours of Work
GSD provides a 24x6 support service using support staff based in Chicago, London, Singapore and Sydney.. The Chicago office currently cover the period between 09:30a to 6p Monday to Friday but this is subject to change in the future.

Location:	US-IL-Chicago
Telecommute:	No (Onsite Position)
Contact Name:	Recruiter
Contact Phone:	312-450-2268
Contact Email:	sandeep@infotronixsystems.com

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