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Key Responsibilities and Required Skills for Front Office Technician

💰 $65,000 - $110,000

Information TechnologyFinancial ServicesTechnical Support

🎯 Role Definition

This role requires a highly motivated and technically proficient Front Office Technician to join our elite technology support team. In this pivotal role, you will be the first line of defense, providing immediate, white-glove IT support to our fast-paced front office business units, including traders, portfolio managers, and sales personnel. You will be responsible for ensuring the stability, performance, and availability of all trading floor technology, from desktops and specialized peripherals to critical market data applications. The ideal candidate thrives under pressure, possesses exceptional problem-solving skills, and has a deep understanding of the unique technological demands of the financial services industry. This is a high-visibility position where your contributions directly impact the firm's trading and investment capabilities.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Desktop Support Analyst
  • IT Helpdesk Specialist (Tier 2/3)
  • Junior Systems Administrator

Advancement To:

  • Senior Front Office Technician / Team Lead
  • Trading Application Support Manager
  • IT Infrastructure Engineer

Lateral Moves:

  • DevOps Engineer
  • Network Operations Analyst
  • Cybersecurity Analyst

Core Responsibilities

Primary Functions

  • Deliver immediate, hands-on technical support for all hardware and software issues on the trading floor, ensuring minimal downtime and disruption to business operations.
  • Provide expert-level, real-time support for mission-critical trading applications, including Bloomberg Terminal, Reuters Eikon, FactSet, and various proprietary systems.
  • Manage the entire lifecycle of user hardware, including PCs, laptops, thin clients, monitors, and specialized trading peripherals like turrets and multi-keyboard setups.
  • Troubleshoot complex issues related to desktop operating systems (Windows 10/11), desktop virtualization (VDI) environments like Citrix or VMWare Horizon, and user profiles.
  • Act as the primary point of contact for all front-office user incidents and requests, logging, prioritizing, and resolving them according to strict SLAs.
  • Perform proactive system checks and monitoring to identify and address potential issues before they impact the trading environment.
  • Coordinate with back-office IT teams, such as network, server, and database administrators, to resolve complex, multi-faceted technical problems.
  • Manage user accounts and access permissions across various platforms and applications in compliance with security policies.
  • Execute and support time-sensitive user and desk moves, ensuring all technology is seamlessly relocated, configured, and tested.
  • Install, configure, and upgrade software applications and patches while adhering to change management protocols to maintain system stability.
  • Diagnose and resolve connectivity issues related to market data feeds, exchange lines, and network infrastructure.
  • Maintain a precise inventory of all hardware assets, software licenses, and peripherals within the front office environment.
  • Create and maintain detailed technical documentation, knowledge base articles, and standardized operating procedures for recurring issues and tasks.
  • Participate in an on-call rotation to provide after-hours and weekend support for critical business activities and system emergencies.
  • Assist in the planning and execution of technology projects, including hardware refreshes, software deployments, and infrastructure upgrades.

Secondary Functions

  • Support ad-hoc data requests and exploratory data analysis for business users.
  • Contribute to the organization's data strategy and roadmap by providing feedback on front-line user needs.
  • Collaborate with business units to translate data needs into engineering requirements for new tools and platforms.
  • Participate in sprint planning and agile ceremonies within the broader technology team.
  • Liaise with third-party vendors for hardware procurement, troubleshooting, and support escalations.
  • Provide VIP support for executive management, ensuring a seamless and responsive technology experience.
  • Conduct user training sessions on new software, hardware, or best practices to enhance user proficiency.

Required Skills & Competencies

Hard Skills (Technical)

  • Trading & Market Data Applications: Extensive experience supporting Bloomberg Terminal, Thomson Reuters Eikon, FactSet, and other financial software.
  • Operating Systems: Expert-level proficiency in Microsoft Windows 10/11 environments, including troubleshooting, configuration, and performance tuning.
  • Desktop Virtualization (VDI): Hands-on experience with Citrix XenDesktop/XenApp or VMware Horizon View.
  • Hardware Support: Strong knowledge of PC and laptop hardware, multi-monitor setups, and specialized trading floor peripherals (e.g., IPC/Etrali turrets).
  • Scripting: Proficiency in PowerShell or another scripting language for task automation and system administration.
  • Networking: Solid understanding of TCP/IP, DNS, DHCP, and network connectivity troubleshooting.
  • IT Service Management (ITSM): Familiarity with ITIL frameworks and experience using ticketing systems like ServiceNow or Jira Service Management.
  • Active Directory: Competency in managing user objects, group policies, and permissions.

Soft Skills

  • High-Pressure Tolerance: Ability to remain calm, focused, and effective in a high-stakes, fast-paced trading environment.
  • Exceptional Communication: Capacity to clearly and concisely communicate technical information to non-technical users, including traders and executives.
  • Customer-Centric Mindset: A strong sense of urgency and a commitment to providing outstanding "white-glove" service.
  • Proactive Problem-Solving: The ability to anticipate potential issues and implement solutions before they escalate.
  • Adaptability: Flexibility to handle rapidly changing priorities and a dynamic workload.
  • Teamwork and Collaboration: Proven ability to work effectively with other IT teams and business stakeholders to achieve common goals.
  • Ownership and Accountability: A strong sense of responsibility for resolving issues from start to finish.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's degree or equivalent combination of education and professional experience.

Preferred Education:

  • Bachelor’s Degree in a relevant field of study.

Relevant Fields of Study:

  • Computer Science
  • Information Technology
  • Finance
  • Management Information Systems

Experience Requirements

Typical Experience Range: 3-7 years of IT support experience.

Preferred: At least 2 years of direct experience in a financial services firm, specifically supporting a trading floor or other front-office environment.

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