IT Ops Engineer

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As an IT Ops Engineer – Trader support, you will be responsible for all desktop support in a fast-paced environment supporting more than 300 trading users in the APME region, mainly Singapore users, with the ability to remotely support other locations such as Dubai, Japan, Mumbai, and Australia.

• Providing high quality Level 1 infrastructure desktop support to Trading users in a highly demanding environment via different communication channels (email, phone, walk-ins, instant messaging) and perform remote support.
• Seating with supported users on the same floor.
• Troubleshooting and resolving infrastructure issues related to hardware, network, Windows Connect/Windows 10/11, Microsoft Office, and Trading related applications.
• Ensuring all IT issues are logged via ServiceNow and taking 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, requests for quotations, purchase orders and ensuring deliverables are met.
• Coordinating onboarding/movement of trading users in access permissions and IT hardware setup, training and familiarizing users with Trading setup and all IT essential tools.
• Coordinating desk movements and setting up computer hardware, network points, CISCO IP phones and dealer phones; working with support teams to ensure timely completion with minimal disruption.
• Managing and leading small infrastructure projects as needed, ensuring objectives and deadlines are met.
• Setting up and coordinating smartphones including replacements/loan phones and troubleshooting mobility issues for the trading environment.
• Ensuring business continuity and disaster recovery readiness; participating in monthly BCM activities and annual situation tests.
• Preparing and communicating trading system outages and maintenance notices clearly.
• Documenting and updating all technical support processes and user guides in the knowledgebase with the team.
• Complying with Health Safety Security and Environment, Trading Compliance, Shell IT policies and Information Risk Management guidelines.

• Relevant IT Degree
• Min. 3 years of relevant experience
• Desktop support in a fast-paced trading environment with hardware, software and infrastructure support; Level 2/3 desktop support experience
• Strong analytical skills
• Open to desktop support roles outside of trading firms

• Progress as we work on the energy transition together
• Continuously grow transferable skills to get ahead
• Work at the forefront of technology, trends, and practices
• Collaborate with experienced colleagues with unique expertise
• Balance in a values-led culture that encourages personal growth
• Flexible working hours and potential for remote/mobile working
• Competitive starting salary with annual performance-related increases
• Paid parental leave, including for non-birthing parents
• Commitment to diversity and inclusion; applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences are encouraged to apply
• Grow through diverse career opportunities in national and international teams
• Access to training and development programs

Shell has a bold goal to become one of the world's most diverse and inclusive companies. For more information, explore how we're pursuing this goal. If this position isn't the perfect fit right now, consider creating a profile in our Talent Community to be considered for future opportunities.

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, with businesses spanning trading and marketing of LNG; refining, trading, marketing and shipping of oil products, lubricants and chemicals; low carbon solutions; and a network of service stations and EV charging.

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industries: Oil and Gas

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