IT Ops Engineer - Trader Support

What’s the role

As an IT Ops Engineer – Trader support, you will be responsible for all desktop support in a fast pace environment supporting more than 100 trading users in APME region mainly Brisbane users and ability to remotely support other locations such as Singapore / Japan / Mumbai.

What you’ll be doing

The successful candidate will be performing the following:

• Providing high quality Level 1 infrastructure desktop support to Trading users in a highly demanding environment via different communication channels such as email, phone calls, walk-ins, instant messaging and perform remote support.
• Seating with supported users on the same floor.
• Troubleshooting and resolving infrastructure issues relating to hardware, network, Windows Connect/Windows 10/11 operating system, Microsoft Office suite, Trading related applications.
• Ensuring all IT issues are logged via ServiceNow and take responsibility for ticket closure and timely resolution, escalating decisively where required.
• Working closely with various support teams including Trading and 3rd-party Integrated Support Providers (ISPs) to meet trading users' requests and issues.
• Liaising with OSS (Onsite Support team) and external vendors for hardware acquisitions and services, request for quotations, purchase orders and ensure deliverables are all met.
• Coordinating the onboarding/movement of trading users in access permissioning and IT hardware setup, train and familiarize users with Trading setup and all IT essential tools.
• Planning/coordinating/physically assisting on desk movement and setup computer hardware, network points, CISCO IP phones and dealer phones, working closely with various support teams to ensure timely completion with minimum disruption to the users.
• Managing and leading small infrastructure projects from time to time ensuring objectives and deadlines are met.
• Setting up and coordinating smartphone including assistance on replacements/loan phones and troubleshoot issues with mobility team for trading environment.
• Ensuring business continuity and disaster recovery readiness at all times; ensuring BCP site remains in good state by having monthly visit and participating in situation tests annually.
• Preparing and communicating trading system outages and maintenance notices in clear and concise sentences.
• Documenting and updating all technical support processes and user guides into the knowledgebase with the rest of the team.
• Complying with Health Safety Security and Environment, Trading Compliance, Shell IT policies and Information Risk Management guidelines.

What you bring

We are keen to speak with individuals who have:

• Relevant IT Degree
• Min. 3 years of relevant experience
• Desktop support role to support fast-paced environment (trading community) with hardware, software and infrastructure related support. with Level 2 level 3 desktop support experience.
• Possess strong analytical skills
• Open to desktop support outside of trading firms.

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performancerelated salary increase – our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and
• international teams.
• Gain access to a wide range of training and development programmes.

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.

Shell in Singapore

Shell is an international energy company that uses advanced technologies and takes an innovative approach to help build a sustainable energy future. Here in Singapore, Shell has a long history and is one of the country’s largest foreign investors. It has businesses spanning trading and marketing of liquefied natural gas; refining, trading, marketing and shipping of oil products, lubricants and chemicals; low carbon solutions; and operating a network of service stations through retailers, as well as electric vehicles charging.