Desktop Support Engineer

  • competitive base plus benefits package, bonus and overtime USD
  • Singapore Singapore Singapore SG
  • Permanent, Full time
  • Chicago Mercantile Exchange
  • 13 Sep 18 2018-09-13

Responsible for Level II desk-side support & Level I desktop application support, including hardware troubleshooting & support beyond break/fix, & application incident remediation.

Description

CME Group: Where Futures Are Made

CME Group (www.cmegroup.com) is the world's leading and most diverse 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 2,500 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.
 

Position Purpose:

Responsible for Level II desk side & application support and Level 1 remote technical support over phone. including hardware troubleshooting & support beyond break/fix, & Level II desktop application support. Escalation point for help desk staff & level II. Recommends & implements dept. process improvements & automation opportunities. drives hardware based projects & tech. projects.  Exhibits quick learning by mastering new business, technical & process oriented concepts.

Principal Accountabilities:

Provides Level III desk side support to all CME staff, ensuring hardware incidents beyond break/fix and Level II desktop application support incidents are completed within standard SLA.

Provides remote technical support on phone for the customer support group queue
Provides project management for hardware projects including department moves and hardware refreshes, and hardware deployment
Provides resource assistance for technical projects and more technically intensive incidents.
Participates in IT asset tracking and inventory management
Serves in process of procedural documentation
Provide administrative functions include writing procedural and technical documentation, inventory control auditing, & IT asset management.

Helpdesk support - handling IT helpdesk calls

 

Soft skills:

  • Strong communication skills
  • Excellent customer handling and soft skills
  • Effective collaboration
  • Empathy
  • Excellent documentation and incident management skills
  • willingness to learn

 

Education:

A Bachelor's or Master's degree in Computer Science, Information Systems or other related discipline is required; or equivalent combination of education and relevant proven work experience that is required for the specific job level.

Experience:

Typically 4-6 years direct experience in an IT related field providing desktop support. Strong knowledge of desktop troubleshooting, Windows OS troubleshooting, Windows Printing, Fundamentals of Active directory, DNS, DHCP, networking concepts, , including basic knowledge of cabling, switches, Wi-Fi, and cellular.

Certifications:

Microsoft Technology Associate (MTA) and/or Microsoft Certified Solutions Associate (MCSA), Cisco Certified Network Associate (CCNA), A+ (preferred)

Software Requirements:

Advanced knowledge of Windows OS. Proficient with Mac OSX, iOS, Linux is desirable.

Physical, Scheduling, & Location Requirements:

Requires some lifting of PC hardware including desktops, monitors, personal printers