Position Description

This is a 6-month contractual (potentially extendable) position for a period of maternity leave coverage. As an IT Support Analyst, you will serve as the primary point of contact for internal end users, providing expert guidance and hands-on support to ensure seamless daily business operations. This role is vital in our high-availability trading environment, requiring an on-site presence to maintain optimal system support. You will collaborate closely with local and global IT teams, delivering exceptional support, executing projects on time, and improving end-user satisfaction. We're seeking a motivated, energetic professional eager to develop both technical and soft skills in a challenging and dynamic environment.

Key Areas of Responsibilities

1. End-User Support & Troubleshooting: Provide first and second-level support for desktop hardware/software, mobile devices, video conferencing (Zoom/MS Teams), IP phones, and peripheral devices to Sydney and remote sites.
2. Incident & Issue Management: Act as Incident Manager for outages, ensuring timely escalation and continuous communication with stakeholders.
3. System & Infrastructure Maintenance: Maintain, troubleshoot, and support Windows 10/11 OS, Office 365 applications, and internally developed or vendor applications (e.g., Bloomberg, IRESS, Refinitiv).
4. Project Collaboration: Assist with global initiatives such as Windows 11 rollout, hardware refreshes, and other infrastructure upgrades.
5. Operational Support: Manage daily IT activities including backups, patch deployments, virus definitions updates, security compliance, and infrastructure documentation.
6. Vendor & Asset Management: Liaise with vendors for support and warranty issues, manage/maintain asset inventory records, and documentation.
7. Security & Compliance: Ensure adherence to security standards in all end-user computing activities.
8. Application Support: Support trading systems, market data platforms, and CRM tools, liaising with engineering and application support teams.
9. User Lifecycle Management: Coordinate onboarding/offboarding processes, access rights, and user account management.
10. Data Centre & Network Support: Assist with rack/stack of data centre equipment.
11. Conference & AV Support: Provide support for conference rooms, AV setups, and remote meetings.
12. Documentation & Reporting: Maintain accurate documentation for systems, procedures, and scheduled maintenance.
13. Global Initiatives & Collaboration: Participate in cross-functional projects within ITand other business departments to support strategic objectives.

Requirements

1. Minimum 5 years’ experience supporting IT in a financial services environment.
2. Strong background in desktop support, enterprise IT systems, and network infrastructure.
3. Proficiency with Windows 10/11, Office 365, Active Directory, VDI solutions, and common enterprise hardware (HP desktops, laptops, Cisco VoIP phones, printers, etc.).
4. Experience with end-user support in high-volume, fast-paced trading environments.
5. Knowledge of data centre operations, change management, and hierarchical financial systems infrastructure.
6. Ability to troubleshoot effectively and deliver solutions efficiently under pressure.
7. Strong communication skills, with the ability to convey technical information to non-technical stakeholders.
8. Demonstrated problem-solving and analytical skills; ability to work independently or within a team.
9. Relevant IT certifications or qualifications (e.g., CompTIA, MS certifications, Cisco, etc.).
10. Familiarity with trading technologies, market data platforms (Bloomberg, IRESS, Refinitiv) is highly desired.
11. Excellent interpersonal and presentation skills.
12. Flexibility to adapt to shifting priorities and work outside regular hours/weekends as needed.
13. Willingness to travel locally for onsite support and project deployments.
14. Enthusiastic learner with a proactive attitude towards technology and process improvements.