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End User Support

CME
Singapore
Posted about 7 hours ago Permanent Competitive
End User Support
Description
The Tech Spec. defines the problem statement & expected outcomes on resolution. S/he simplifies/decomposes the problem to smaller problems to reduce complexity, troubleshoots most issues including very complex cases by determining the root cause, providing solutions, & taking initiative to see the solution through. S/he verifies implementation & makes adjustments as necessary & reviews work products of others within the team, documenting solutions while providing clarification & support.

Principal Accountabilities:
• Assists Manager and Lead in identifying automation opportunities, identifying project risks, and implementing process changes, and efficiencies.
• Participates in desktop enterprise administration (i.e., image dev, patch mgmt, application whitelisting, sw packaging, VDI, etc.) and security hardening initiatives.
• Participates in technical, procedural, and process documentation.
• Participates in the R&D of new desktop hardware and technology trends.
• Provides expert level desk side and application support to all OSTTRA staff, ensuring hardware incidents beyond break/fix and desktop application support incidents are completed within standard SLAs.

Skills & Software Requirements:
  • In depth experience & expertise on GOOGLE Workspace is must
  • Subject matter expert with Windows OS, strong understanding of Mac OSX, iOS, Linux.
  • Ability to work from ITSM tools such as ServiceNow and self-prioritize workstack. Act on initiative with minimal management, and on multiple tasks concurrently
  • Knowledge of standard range of desktop applications and hardware • Follow-me print solutions • Understanding of mobile devices - iOS and Android and mobile device management
  • Knowledge of device encryption systems, network patching and cabling systems
  • Experience with basic networking protocols and network services including DNS, DHP and TCP/IP. Knowledge of networking configuration LAN/WAN and wireless connections, with a technical ability and understanding of FTP, SSL etc
  • Knowledge and understanding of Desktop/Laptop/Telephony hardware and operating systems (e.g. Windows, Linux, Apple) , storage solutions
  • Understanding of IT Security, network protocols, firewall and VPN configurations, as well as remote access, content filtering, spam filtering, malware and virus protection
  • Understanding and experience of Microsoft Exchange,Active Directory, creating and managing emails accounts, creating and amending distribution groups, creating, amending and troubleshooting issues with user accounts and permissions, including Group Policy permissions •
  • Knowledge of audio and video conferencing technologies. Knowledge and understanding of End User Collaboration systems - email, chat, voice video, conferencing etc
  • Previous experience within a Technical Service Desk/Desktop role in a fast paced Customer Services environment
  • Professional qualifications: ITIL v3 Foundation, Service Desk Institute SDA or equivalent ITSM qualification


CME Group: Where Futures Are Made

CME Group (www.cmegroup.com) is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Joining our company gives you the opportunity to make a difference in global financial markets every day, whether you work on our industry-leading technology and risk management services, our benchmark products or in a corporate services area that helps us serve our customers better. With 3,500 employees located around the world, we're small enough for you and your contributions to be known. But big enough for your ideas to make an impact. The pace is dynamic, the work is unlike any other firm in the business, and the possibilities are endless. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.

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Job ID  9095079
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