FRONT OFFICE SUPPORT  BOSTON

This role carries responsibility for supporting users and computers of IB Markets.  The position is responsible for providing client-facing Customer Service support on technical infrastructure activities including first and second line desktop support to the trade floor. It is a highly technical role and requires the right level of skill set. The candidate will join a team dedicated to supporting IB Markets, ensuring the smooth running of desktop systems, applications, provide expert advice and “how to” while ensuring an exceptional level of customer service to business users. As this is client-facing role, candidate will be exposed to business managers, desk heads and senior management on a daily basis, hence the successful candidate will have excellent communication skills and be able to prioritize issues and escalate where appropriate.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

WHAT WILL YOU BE DOING?

• Providing daily seamless end-to-end support service for front office users to help drive the effectiveness and commercial strength of the business
• Investigation and troubleshooting of desktop, hardware and end user related issues to provide swift solutions or ad-hoc tactical fixes, whilst also engaging with application and service owners to provide effective problem management and rapid strategic resolutions
• Provisioning and setup of new desktops, laptops and peripherals as part of either an upgrade or replacement request 
• General End User desktop networking and hardware troubleshooting
• Managing desktop estate to ensure no failed computers after maintenance weekends or during building outages (power/network)
• Responsible for communication, escalation and management of major crisis and technology incidents impacting Front Office colleagues
• Ensure 100% start-of-day workstation readiness, especially after maintenance weekends
• Manage trader’s escalations to resolution, freeing up user’s time to focus on their core responsibility

WHAT WE’RE LOOKING FOR:

• 5+ year exposure to supporting Capital Markets in a Trading Environment/Investment Bank
• 5+ years of experience troubleshooting Windows / Mac/ BYOD hardware and software issues
• Experience with ITIL and Project Management concepts and best practices 
• Flexibility to deliver a consistently high level of service within a constantly changing environment with rapidly changing priorities
• Ability to work under pressure in a demanding and a fast moving environment
• You will be eager and ambitious, a self-starter and enjoy learning new technologies. 
• Strong communication skills, written and oral

SKILLS THAT WILL HELP YOU IN THE ROLE:

• Comfortable with responsibility of guiding and acting as escalation point for more junior colleagues.
• Experience installing and activating Market Data Applications such as Bloomberg, Eikon / Reuters Dealing, E-Speed, Tradeweb, Broker Tec, FactSet) 
• Experience troubleshooting software and Desktop OS issues (Microsoft, Apple)
• Experience working with Microsoft Active Directory, Windows Registry, Roaming Profiles, SCCM, Group Policy, Drivers, Anti-malware, and Hotfixes
• Experience troubleshooting Microsoft Office Suite and add-ins
• Excel / VBA/scripting skills would be advantageous
• Able to demonstrate characteristics of leadership, confidence, ownership and a build a positive team atmosphere.

WHERE WILL YOU BE WORKING?

Barclays’ U.S. headquarters is located at 745 Seventh Avenue in New York, NY.  At Barclays, we offer you an engaging and challenging environment, giving you the opportunity to make the most of your unique set of skills. We also have an extensive range of learning and development initiatives designed to support you both personally and professionally.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 50 countries and employing around 83,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.