Senior IT Service Specialist

Purpose of the Job

The Senior IT Service Specialist is a crucial frontline role responsible for providing high-quality technical assistance within a fast-paced investment environment. The successful candidate will be responsible for providing unparalleled, real-time technology support to traders, portfolio managers, sales professionals, and senior management. This role demands an individual with exceptional technical acumen, unwavering composure under pressure, and a deep understanding of the front-office ecosystem.

Responsibilities

Serve as the primary technology point of contact for the trading and investment desks, providing immediate, expert-level resolution for all incidents impacting the business.
Provide comprehensive support for investment tools, including Bloomberg terminal, Enfusion investment management platform, and FactSet platforms.
Provide technical support during trading hours.
Troubleshoot complex issues spanning desktop, application, network, and market data infrastructure with a sense of urgency and precision.
Support and troubleshoot Microsoft Office 365 suite, with a focus on Excel advance usage.
Manage the seamless integration and support of video conferencing solutions critical to client-facing activities.
Support market data infrastructure (e.g., Bloomberg) and troubleshoot related issues.
Participate in IT projects, such as system upgrades, office moves, and new technology rollouts.
Streamline and automate the operation process and performance reporting.
Design and Develop Investment-Focused Databases
Provide IT support to resolve technical issues reported by users in China and Europe remotely.
Manage the incident and request lifecycle using the IT Service Management (ITSM) tool, ensuring all tickets are logged, updated, and resolved within agreed SLAs.
Coordinate with vendors and service providers for system upgrades, maintenance, and repairs.
Monitor system health, perform routine checks, and ensure compliance with company IT policies and security standards.
Document support activities, resolutions, and system changes for internal records and knowledge base.
Offer guidance and training to users on best practices, IT policies, and the use of IT systems and software.
Maintain accurate records of issues, solutions, and user interactions in the ticketing system.
Identify areas for improvement and contribute to the enhancement of IT support processes and services.
Perform ad-hoc duties as assigned

Requirements

Bachelor’s degree or Higher Diploma in Information Technology, Computer Science, or related field preferred.
Minimum of 5 years' experience in IT support, including at least 2 years within the financial services industry, a fund house, or a trading environment.
Demonstrated experience in supporting Bloomberg Terminal, and Enfusion investment management platforms, and FactSet is a must.
Solid understanding of core IT infrastructure: Active Directory, TCP/IP networking, DNS, DHCP.
Proven expertise in supporting Microsoft Office 365 in a corporate domain environment.
Solid understanding of Microsoft Excel and advanced features.
Excellent troubleshooting skills with the ability to perform effectively under pressure.
Outstanding customer service and communication skills, with the ability to explain technical concepts to non-technical users.
Familiarity with mobile device management (MDM) solutions (e.g., Intune).
Ability to work with APIs and scripting knowledge for automation.
Understanding of Programming and database skills.
Relevant IT certifications are a plus (e.g. ITIL, Microsoft Certified Professional, CCNA)
Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users.
Excellent troubleshooting, analytical, and problem-solving skills.
Experience in delivering high-quality customer service.
Ability to work independently and prioritize tasks in a fast-paced, global environment.
Willingness to occasionally work outside standard office hours to support Europe team.
Good command of written and spoken English is a must.