Desktop Support Engineer - Trading Floor Walker

• Location(s):
• Chicago, IL, US, 60654

RWE Supply & Trading Americas, LLC, IT/Infrastructure

To start as soon as possible, Full time, Permanent

Department Insights

IT Infra is responsible for delivering Infrastructure services across the RWE Group companies internationally, including End User Computing (EUC), Data Centre & Cloud (DC&C), Connectivity & Unified Communications (UC&C), IT Security, Workplace Technology, and IT Service Management. EUC is responsible for the provision and support of W10 devices (laptops, desktops), IT accessories (including Monitors & docking stations), iPhones/iPads, mobile subscriptions & device management, Printing services and core Software to >20,000 users world-wide.

As a department we are committed to continually standardise both new and existing services globally, whilst supporting the specialist services required by RWE, including Trade Floor & Executive on-site support. By continually working across the Infra and broader RWE IT organisations we strive to deliver scalable Workplace Services to be used anytime, anywhere by RWE as the business keeps expanding and embracing Hybrid working arrangements. Together with our external IT Partners, we develop and implement attractive, innovative and cost effective solutions for our customers in an environmentally responsible way, through reducing waste and providing sustainable services.

With colleagues located around the world this role provides an opportunity to join a diverse and high performing team who empowers, entrusts and invests in personal development, with opportunities for career progression and expanding internal & external networks.

Your responsibilities

• Provide onsite IT support and consultation for local and remote customers, working on various client-based equipment such as desktops, laptops, mobile devices, printers, peripherals, and specialized infrastructure components.
• Deliver specialist technical support for the Trading Desk and business critical functions primarily in Chicago, while also providing remote support to other RWE locations across the Americas region as needed.
• Assist in the development of a multi-skilled Field Service Support team, collaborating with global colleagues to standardize work practices used by Support Services.
• Manage and take ownership of IT incidents and requests for all business critical users, driving structural problem resolution to continuously improve service quality and proactively avoid incidents.
• Manage customer relationships to develop and maintain a good working relationship at all levels of the business and across IT teams internationally.
• Provide 1st and 2nd line engineering support services, including problem resolution, installations, acceptance testing, commissioning, de-commissioning, infrastructure changes, and requests.
• Validate, maintain, and update relevant site documentation and site logs for installations, decommissioning changes, and routine maintenance tasks.
• Update the incident recording system used by RWE to accurately reflect the current status of all active incidents and requests.

Your profile

• Be a team player with excellent interpersonal skills and cultural awareness.
• Possess excellent communication skills and experience in negotiating and resolving conflicts and problems.
• Have a strong propensity to take ownership of tasks and issues and drive them to resolution.
• Ability and willingness to work across multiple locations and internationally.
• Ability to work well under pressure and maintain customer focus in difficult situations.
• Be dynamic, high-energy, and ambitious with a "can-do" attitude.
• Have a good command of trading terminology and script languages (a plus).
• Ability to plan effectively to achieve business outcomes.
• Ability to work well under pressure and maintain customer focus in difficult situations.

Advantageous

• Understanding of service management support processes (ITIL v4 Foundation Certificate).
• Good knowledge of the English language.
• MCTS/MCP qualifications in Microsoft operating systems and applications are desirable.
• Knowledge to support Trading Dealerboard configurations, mobile phone devices, standard and specialist desktops/laptops, video conferencing infrastructure, and local TV audio/visual infrastructure.
• Extensive expertise in remote access technologies.
• Proficiency in desktop operating systems and standard Microsoft Office products.
• Experience with iOS devices
• Familiarity with service management tools used for recording incidents and managing requests.
• End-user computing expertise, especially in spreadsheet applications (advanced Excel and working knowledge of VBA), and scripting experience in Python, VBScript/PowerShell (an advantage).
• Familiarity with monitoring tools used in support of the trading environment.
• Knowledge of Market Data applications (e.g., Reuters, Bloomberg, WebIce, TT) is a plus.
• Familiarity with local technical security systems.
• Understanding of the trading business and trading environment, including the physical markets.
• Expertise in relevant energy trading platforms is a plus.

Benefits you can rely on

• Opportunity to work in one of the most intriguing business contexts: a fusion of energy supply, trading, and IT.
• Enhance your skills along with us – we offer comprehensive on-the-job learning and support from internal experts to further develop your existing skills.
• Flexible working opportunities or part-time working arrangements.
Experience the dynamism of working in an agile team on vital tasks, in a constantly evolving environment.

rwe.com/career

with just a few clicks: ad code 82602

Any questions? Vincent Manning (Recruiting), E: vincent.manning@rwe.com

We look forward to meeting you!

We value diversity and therefore welcome all applications, irrespective of gender, disability, nationality, ethnic and social background, religion and beliefs, age or sexual orientation and identity. #inclusionmatters

Of course, you can find us on LinkedIn, Twitter and Xing, too.

RWE Supply & Trading is the interface between RWE and the energy markets around the world. Approximately 1,700 employees from over 50 different countries trade (renewable) electricity, (green) gas, commodities and CO2 emission allowances. The trading entity also ensures the commercial optimisation of RWE’s power plant dispatch and markets electricity from renewables.