IT Engineer

Role Purpose
This position offers an exciting opportunity to work with a Global Oil and Gas trading company. The IT Engineer provides advanced helpdesk, desktop and systems support for the Houston office and acts as the primary local escalation point. The role owns complex incidents, endpoint and identity administration, site technology operations and continuous service improvement. Previous experience supporting a trading company, commodity or energy trading environment, financial services organization, or another high-availability business is highly preferred and will be a strong advantage. We are seeking a Tier2/3 IT Engineer to serve as a dedicated on-site resource embedding at a client's offices in Houston, TX.

Key Responsibilities

Advanced Support and Incident Management
•Provide Level 2 and Level 3 support for Windows endpoints, Microsoft 365, mobile devices, collaboration tools, peripherals and business applications.
•Own high-priority, VIP and business-critical incidents end to end, coordinating internal teams and vendors while maintaining clear user and management communications.
•Lead root-cause analysis for recurring incidents, implement permanent corrective actions and contribute to incident, problem and change management.
•Monitor ticket queues, service levels and trends; improve support procedures and coach junior staff on troubleshooting, documentation and escalation quality.

Trading Floor and End-User Technology
•Support multi-screen trading workstations, market-data terminals, voice turrets, recorded communication endpoints and specialist trading applications in coordination with platform owners and vendors.
•Plan and execute trader onboarding, desk moves, device refreshes and technology changes with minimal disruption to business operations.
•Provide dependable support to front-office, operations, risk, compliance and corporate users, recognizing the time-critical nature of trading activities.
•Maintain meeting-room, Microsoft Teams conferencing and audiovisual readiness for client and counterparty communications.

Endpoint, Identity and Systems Administration
•Administer Active Directory and Microsoft Entra ID accounts, groups, access and approved role assignments in accordance with joiner, mover and leaver controls.
•Manage Windows endpoints through Microsoft Intune and, where applicable, Configuration Manager, including enrolment, compliance policies, configuration profiles, application deployment, patching and reporting.
•Build, maintain and troubleshoot standard Windows images and provisioning workflows, including OS deployment, driver management, post-build validation and device lifecycle activities.
•Administer Group Policy and provide support-level administration for Exchange Online, Teams, SharePoint, OneDrive and Microsoft 365 admin centers.
•Support local infrastructure services and troubleshoot DNS, DHCP, TCP/IP, VLAN, Wi-Fi, VPN, file, print and endpoint connectivity issues, escalating specialist changes when required.
•Use PowerShell or equivalent scripting to automate repetitive administration, collect diagnostics and produce operational reports.

Security, Compliance and Resilience
•Apply endpoint security baselines, Microsoft Defender controls, MFA and Conditional Access requirements in coordination with cybersecurity teams.
•Support access reviews, audit evidence, vulnerability remediation, patch compliance and investigations involving endpoint or identity data.
•Follow segregation-of-duties, least-privilege, data-protection, retention and regulatory requirements applicable to a trading business.
•Participate in business continuity, disaster recovery, office readiness and technology recovery tests; maintain current support runbooks and escalation contacts.

Site Operations, Vendors and Projects
•Coordinate local telecom, hardware, printer, meeting-room and managed-service vendors, tracking incidents, maintenance, warranties and service performance through closure.
•Maintain site asset accuracy, spare capacity, lifecycle plans and technical documentation.
•Contribute to office fit-outs, hardware refreshes, OS upgrades, application rollouts and infrastructure improvement projects.
•Provide day-to-day technical guidance to Junior IT Support staff and promote knowledge transfer across regional and global teams.

Qualifications and Experience
•Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or a related discipline, or equivalent relevant professional experience.
•5 to 6 years of hands-on experience across helpdesk, desktop support and systems or infrastructure support, including meaningful second-line escalation responsibilities.
•Experience supporting a trading company, commodity or energy trading firm, financial services organization, or another fast-paced, high-availability environment is highly preferred and considered a strong advantage.
•Demonstrated experience supporting senior stakeholders and resolving time-critical incidents.
•Relevant certifications such as Microsoft 365 Certified: Endpoint Administrator, Microsoft 365 Administrator, Azure Administrator, ITIL 4 Foundation, CompTIA Network+/Security+ or CCNA are advantageous.

Required Technical Skills
•Advanced troubleshooting of Windows 10/11, Microsoft 365 applications and corporate endpoint hardware.
•Strong practical knowledge of Microsoft Intune, Active Directory, Microsoft Entra ID, Group Policy and account lifecycle management.
•Hands-on experience with OS imaging, Windows provisioning, endpoint configuration, software deployment, patching and compliance management.
•Working administration knowledge of Exchange Online, Teams, SharePoint and OneDrive.
•Solid networking knowledge covering TCP/IP, DNS, DHCP, VLANs, Wi-Fi, VPN and common LAN troubleshooting.
•Experience with Microsoft Defender or comparable endpoint security tools, MFA and Conditional Access concepts.
•PowerShell scripting for administration, diagnostics, automation and reporting.
•Experience with an ITSM platform and ITIL-aligned incident, request, problem and change processes.

Preferred Trading Environment Knowledge
•Prior support experience within commodity trading, energy trading, financial markets or a regulated trading organization.
•Familiarity with market-data workstations and applications, multi-monitor trading desks, voice turrets and recorded communication environments.
•Understanding of front-office urgency, market-hours coverage, controlled changes and the operational impact of technology downtime.
•Experience with basic troubleshooting skills of trading applications: ICE, Refinitiv, Bloomberg, Aspect, CME, Curve series, Endur, and Maris.

Behaviour Competencies
•Calm and decisive under pressure, with sound prioritisation during concurrent high-impact incidents.
•Strong ownership, discretion and follow-through when handling sensitive access and confidential information.
•Clear communication with traders, executives, technical teams, vendors and non-technical users.
•Analytical approach focused on root causes, standardisation and continuous improvement.
•Ability to work independently as the primary local escalation point while collaborating with global teams.
•Coaching mindset and willingness to develop junior colleagues.
•Fluency in English is required; additional languages are advantageous.

Key Performance Indicators
•Resolution and communication performance for escalated and high-priority incidents.
•Trading-floor and office technology readiness and availability.
•Endpoint compliance, patching, build quality and device lifecycle accuracy.
•Reduction in recurring incidents through problem management and automation.
•Quality of documentation, audit evidence, asset records and knowledge transfer.
•User satisfaction and development of Junior IT Support capability.

BENEFITS

- Health, dental, and vision insurance

- Life insurance

- 401(k)

- Paid time off

ABOUT ERGOS TECHNOLOGY PARTNERS

Headquartered in Houston, Texas, ERGOS Technology Partners is an international provider of managed IT services specializing in end-to-end computer support and services for businesses and organizations of all sizes. Our highly trained professionals work tirelessly to ensure efficient operations, secure data resources, reliable systems, and exceptional customer service — and we hold every member of our team to that same standard.