The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.

Founded in London in 1866, the Group operates from more than 60 offices in 27 countries.  We are 5,200 people strong.  We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

ICAP

ICAP, part of TP ICAP group, provides a wide variety of execution and information services to wholesale market participants.

We offer broking services covering a wide range of asset classes, including Commodities, Credit, Equities, FX, Money Market Funds and Rates.

For each asset class, ICAP offers e-trading capability, giving clients the option to enter prices and execute trades directly via one of our hybrid electronic trading systems, or to engage with brokers who can identify and negotiate trades

Role Overview

End User Support Engineers are responsible for providing user support to all areas of the business, Front, Middle and Back Office.

Role Responsibilities

Provide user support to all areas of the business (i.e. Front, Middle and Back office).React accordingly to all desktop & telephony incidents and requests efficiently, diagnosing the case and implementing solutions/workarounds which meet the users’ satisfaction whilst ensuring that ticket history is updated accurately.Provide end to end troubleshooting and call ownership whilst following defined escalation paths through to resolution.Monitor desktop team ServiceNow queue to ensure all incidents and requests are progressed and updated through the incident management tool.Work in conjunction with all other global IIT teams and the business to ensure the successful resolution of any desktop related issues which require assistance from a third party.Participate in desk moves ensuring that all IT equipment is re-commissioned and function.Train users and orient them on how to use computer hardware and software systems as and when required.Support user acceptance testing (UAT).Ensure Business Continuity sites are maintained from a Desktop perspective in-line with processes and procedures as detailed in the Business Continuity Plan (BCP) and assist with all BCP events and help maintain a stable BCP desktop environment.Assist with small to large scale projects driven by both the business and department, ensuring that input from the desktop team is effective.Assisting in all company moves, adds and changes.Ensure all standards, policies, process and procedures are maintained and adhered to.Provide onsite / offsite support as required for repair, maintenance, desk moves and upgrades.

Experience / Competences

Ability to diagnose and troubleshoot proactively.Supporting Windows 11 and Microsoft 365 suite (Outlook, Word, Excel PowerPoint).Knowledge of voice trading platforms and back off voice PBX IP and non-IP systems.Knowledge of voice recording platforms.Support and configuration of hardware including DELL desktop PC’s and laptops, scanners and printers and knowledge of hardware break/fix, builds and software installationsSkills in providing telephone/remote supportSupporting Apple products e.g. Mac Book, iPad etcSolid grounding of Active Directory with working knowledge of Group policy, Security groups, user creation, permissions and general administrationExperience of supporting wireless networks and VPN remote accessTechnical awareness of networking including sound knowledge of TCP/IP, RDP, Wi-Fi and VPN networks, network topologiesAwareness of market data products i.e. Bloomberg / Refinitiv / ICEMobile/PDA support (i.e. BlackBerry units, Android & iOS including device configuration, connectivity, device user training)Fluency in English and Bahasa Malaysia

Job Band & Level : Support, 3

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. 

Location

Malaysia - 78 Jalan Raja Chulan - Kuala Lumpur