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Field IT Specialist (Floorwalker)

RWE Supply & Trading Japan Inc., (Add area manually, if requested), Tokyo, Japan (JP) 

To start on 01/04/2021 or To start as soon as possible, Full time, Permanent


Functional area: Information technology 

Remuneration: n/a


Reporting to the Field Services UK & International Team Lead within Customer Services MFI-S the Field IT Specialist will be responsible for:

  • Providing expertise for remote sites this role will predominately provide specialist technical support for the trading Desk and Business critical functions as well as all the business critical users base in japan.
  • Providing  IT support and consultation for local and remote customers  working  on all client based equipment. This includes Desktops, Laptops, mobile phone devices, printers, peripherals, and specific and specialist localised infrastructure components.
  • Assist in the development of a multi-skilled Field Service Support team, working closely with their global colleagues to standardise where possible work practises used by Support Services.
  • Management and ownership of IT incidents and requests for all Business critical users.
  • Customer relationship management to develop and maintain a good working relationship at all levels of the business leading to a continuous improvement in the support.
  • Providing 1st and 2nd line engineering support services: Problem Resolution, Installations, Acceptance Testing, Commissioning, De-Commissioning; Requests, Infrastructure Changes
  • Validating/maintaining/updating relevant site documentation and site logs for installations, decommissioning changes and routine maintenance tasks.
  • Updating any incident recording system used by RWE, to reflect accurately the current status of all incidents/request currently active on the system.
  • Ensuring authorised users have the appropriate rights along with reviews, audits and tests to ensure security access controls meet business needs as directed.
  • Resolve complex problems that require independent action and decision making.
  • Identifying the business impact of incidents and communicate it to other support areas e.g. Customer Services.
  • Participation in process improvement initiatives, root cause analysis, and customer relationship management in off-peak times
  • Entering knowledge base articles of known issues and fixes (including workarounds) and contribute towards longer term resolution
  • Longer term service improvement plans and roadmap discussions based on experience of performance issues on the ground
  • Software testing and documentation for bringing software into production
  • Support for all Disaster Recovery planning and implementation


General Profile

  • Team player with excellent interpersonal skills and cultural awareness
  • Excellent communication skills, and experience in negotiating and resolving conflicts and problems
  • Strong propensity to take ownership of tasks and issues 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
  • Dynamic, high energy and with ambition to succeed, “Can do” attitude
  • A good command of trading terminology and language
  • Strong propensity to take ownership of tasks and issues to resolution
  • Ability to plan effectively to achieve business outcomes
  • Ability and willingness to manage and work across multiple locations
  • Ability to work well under pressure and maintain customer focus in difficult situations


Specific Technical Skills, Knowledge & Experience

  • Knowledge to support Trading Dealerboard configurations – mobile phone devices – standard and specialist Desktop/Laptops – Video conferencing infrastructure - Local TV Audio/Visual infrastructure.
  • Extensive expertise of remote access technologies.
  • Desktop operating systems and standard Microsoft Office products.
  • Exchange Active Sync on iPhone / iPad device.
  • All Service Management Tools used for recording incidents and managing requests
  • Voice Recording systems.
  • End user computing expertise, especially in spreadsheet applications - advanced Excel & working knowledge of VBA, Access (Demonstrated by qualifications such as professional qualifications such as MCP / MCTS
  • Familiar with the use of monitoring tools in support of the trading environment
  • Knowledge of Market Data applications eg Reuters and Bloomberg
  • Local Technical Security systems
  • Understanding of the trading business and trading environment, including the physical markets
  • Expertise in relevant energy trading platforms
  • Knowledge of applications and technology components supporting trading business processes, and how these fit together


Service Management Skills - Desirable

  • Understanding of service management support processes (ITIL v3 Foundation Certificate)
  • Good knowledge of English / Japanese language
  • MCTS / MCP qualifications in Microsoft operating systems and applications desirable


Other Attributes

  • Floorwalker is expected to be on-call and work shifts with the willingness to change shift pattern at short notice to meet business requirements

Apply now with just a few clicks: ad code 30221, application deadline 30 Mar 2021.

Any questions? Contact in Recruiting: Michelle Yong, T: [[cust_PhoneRecruiter]], Contact in the specialist department: Kishore Deshpande, T: +65 6671 4234


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.

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