Job description
Macquarie Group is seeking a dedicated Trade Floor Support, Senior Associate to join our global Technology and Operations team in Indonesia. In this role, you will provide face to face IT support to staff across the organisation, with a focus on the trading floor and front office desks. Your expertise will help ensure high availability of trading systems, desktops, networks, and applications used by traders, analysts, and operations teams.
As a senior member of the Trade Floor Support group, you will partner with traders and desk users to diagnose issues quickly, escalate where needed, and deliver practical, hands-on solutions. You will manage incidents end-to-end, perform proactive maintenance, install and configure hardware and software, and support endpoint devices on the trading floor. You will also collaborate with global IT colleagues to share knowledge, implement improvements, and uphold security and compliance standards across the platform.
Key responsibilities include incident management, user onboarding and offboarding, asset management, monitoring of trading applications, and providing timely updates to stakeholders. You will contribute to knowledge bases and run routine training for users to reduce repeat issues. A strong customer service mindset, attention to detail, and the ability to work in a fast-paced environment are essential for success in this role.
This position offers exposure to a leading financial services organisation with a global footprint, opportunities for professional growth in technology and trading systems, and a collaborative, inclusive culture. If you thrive on solving problems, enjoy working hands-on, and want to support the heartbeat of the trading floor, this is the role for you.
Responsibility
- Provide face-to-face IT support on the trading floor and across the organisation, resolving issues quickly to minimize downtime for front-office desks.
- Troubleshoot trading applications, desktop and network issues, and coordinate escalations with global IT teams.
- Install, configure and maintain hardware and software on trading floor devices; manage end-user devices lifecycle.
- Monitor and respond to incidents, manage tickets using ITIL-aligned processes, and communicate status to users and stakeholders.
- Perform asset management, software updates, and ensure compliance with security policies and controls.
- Collaborate with traders and desk staff to gather feedback and drive continuous improvement in IT services.
- Contribute to knowledge bases and deliver end-user training to reduce recurring issues.
Qualification
- 3+ years of IT support experience in financial services or trading floor environments.
- Strong troubleshooting skills across Windows and Linux desktops, trading terminals, and networking devices.
- Experience with trading floor systems and financial software; ability to read logs and diagnose issues.
- Familiarity with Active Directory, email systems, and ITIL incident management practices.
- Excellent communication and customer service skills; able to work effectively with traders and staff on-site.
- Willingness to work flexible shifts and be on-site during trading hours.
- Bachelor's degree in Computer Science, Information Technology, or a related field; professional certifications in ITIL or equivalent are a plus.