About FidessaFidessa is a world-leading supplier of multi-asset trading systems, market data and global connectivity. Available as a simple workstation or as an integrated application suite, Fidessa is built on the clear vision of providing the richest functionality, coverage and distribution to the financial markets community. Fidessa is headquartered in London, with offices in New York, Boston, Tokyo, Hong Kong, Paris, Toronto and San Francisco, employs over 1,000 people and has been fully listed (LSE:FDSA) since 1997.
Duties and ResponsibilitiesThe Service Desk Engineer role includes a wide set of responsibilities. The day to day will mostly comprise the role of desktop support with the occasional focus on the ongoing design, implementation and maintenance of the network and server infrastructure within the Toronto office.The desktop support side of the role requires expert knowledge of Microsoft Windows desktop and server operating systems, TCP/IP, VMware, experience with deployment and troubleshooting network and standalone printers, Microsoft Office, and mobile platforms. Experience in building and repairing all components of a PC is essential. The infrastructure side of the role will include managing projects from start to finish, being a resource on global projects, building servers, maintaining network equipment (switches, routers, firewalls, etc), troubleshooting performance issues, providing desktop support and performing system maintenance/upgrades on weekends. The role has the potential to include overnight and weekend on-call for key production server/system issues. A keen attention to detail, and the ability to troubleshoot systems while under pressure is essential. Candidates will need to demonstrate initiative, strong problem solving skills, and the ability to work in a team, while also assuming responsibility for their work. The ideal candidate will be client focused with excellent interpersonal amp; organizational skills, and comfortable in a dynamic, fast paced environment. This position requires some physical labor. As this role is primarily focused on desktop support, a strong understanding of customer service principles and the ability to prioritize issues effectively is required. Experience in desktop support and/or a customer service environment is ideal.Role
- Reports to the IT Service Desk Manager and Regional Head of Technology
- Oversees the daily operations and long-term management of all technology and user support in the Toronto branch office, including but not limited to: Windows, Linux and VMware ESX systems; Microsoft Exchange and System Center; various routing, switching, and firewall devices; IP Telephony; Enterprise Anti-Virus, Internet content filtering, and inspection systems; BYOD and MDM systems; Remote Access Gateways; Access Control System (logical and physical); Presentation and Marketing Equipment
- Authoring of basic software and scripts
- Troubleshooting software and hardware issues
- 24x7 on-call availability
- Ongoing documentation of systems and their designs
Qualifications
- Degree/Diploma in a technology-related field or relevant working experience
- Expert knowledge of Windows desktop and server operating systems
- Experience in hardware troubleshooting for PC, laptops and printers is required
- Excellent written and oral communication skills
- Solid understanding of network fundamentals
- Ability to assemble PCs
- Degree/Diploma in a technology-related field or relevant working experience
- 5+ years' experience in information technology
- Strong customer service and consulting skills
- Strong facilitation and presentation skills as well as excellent written skills
- Attention to detail and quality is crucial
- Excellent problem solving techniques and trouble analysis skills
- Expert knowledge of Windows desktop and server operating systems
- Strong understanding of network fundamentals
- Experience in administration of VMware infrastructure
- Experience with Cisco IOS, JuniperSA, and Avaya telephony systems a plus
- Experience with enterprise-grade, next-gen firewalls a plus
- Basic IP telephony administration
- Experience in hardware troubleshooting for PC, laptops and printers is required
- Basic programming/scripting skills
- Strong understanding of infomation security best practices
- Familiarity with industry standards certifications such as SSAE16 and ISO27001
Skills Preferred
- A+ Certification
- MCSA (7, 9, 2012) Certification
- CCNA or Net+ Certification