End User Support Engineer

CMC Markets; Sydney; On-site; AUD 65,000 - 85,000; Full time

Job summary

CMC Markets in Sydney is seeking an End User Support Engineer for a 12-month max-term contract, based in Barangaroo and Chatswood. You will join the End User Support team within IT, delivering 1st/2nd line desktop support to internal users and enabling smooth onboarding and exits for staff.

The role emphasizes strong customer service, ITIL practices, and ability to support modern AV and telephony systems, with opportunities for process improvements and professional growth.

Qualifications

• Sydney-based with full working rights (Citizen/PR) required.
• Experience in Windows and macOS IT support environments.
• Familiarity with ITIL service management processes and multi-tier support.

Responsibilities

• Provide 1st and 2nd line desktop support to internal users.
• Ensure laptops and desktops are built and ready for deployment.
• Manage workload and escalate to 3rd line as needed.
• Provide first point of contact support, guidance and training.
• Onboard new staff and exit leavers professionally.
• AV support for video conferencing suites.
• Support for remote working.
• Manage customer expectations and provide regular updates.
• Deliver tasks with high quality and on time.
• Improve support processes and move from reactive to proactive service.
• Document incidents and problems for later analysis.
• Maintain ongoing personal and regulatory training.

Skills

Windows 11

Microsoft 365

Macbooks/Jamf

Communication skills

Multitasking under pressure

ITIL environments

Audio Visual solutions

Telephony cloud

Server hardware

Project rollouts

Tools

Jamf

Video Conferencing systems

Job description

If you also believe that everyone should be able to achieve their financial potential, then you’ll love contributing to CMC Markets’ company vision of providing the ultimate trading experience. Seize the opportunity to progress your career in the fintech industry by joining a global leader in CFD trading and share investing. Grow yourself personally and professionally with a company that’s growing with you, by global expansion and product offering.

We have a new opportunity for an End User Support Engineer to join our team on a 12-month max term contract. This role will be based in both our Barangaroo and Chatswood offices in Sydney. The End User Support department is built around strong process and procedures, drawing on a strong operational background to ensure a consistently excellent service is delivered each and every time. Forming part of the wider IT department we provide IT support to our internal customer base.

The End User Support department is built around excellence in customer service. Strong process and procedures allow the team to ensure a consistently excellent service is delivered each and every time. Forming part of the wider IT department we provide IT support to our internal customer base. It is essential that any successful candidate have experience of this type of working environment.

Why you'll like working here

Just some of the reasons you’ll love working here include:

• Leave benefits: Accrue 5 additional annual leave entitlements each year called My Days, as well as enjoying 5 extra annual leave days once you pass 12 months. Enjoy your birthday off to spend time with family and friends, on us! Utilise a free annual charity day to give back to your community.
• $0 Trades: Staff & family trading accounts with CMC Markets Invest have access to the best brokerage rates in the market - $0 trades for all domestic and international equity orders!
• Continuous learning: Our L&D offering covers both technical and performance training, ensuring you're always learning new skills.
• Unlimited access to a dedicated benefits & wellbeing hub where you can save money through various retailer discounts, and make use of a variety of resources that will enhance your physical and mental wellbeing
• Collaboration: We believe that great things happen when smart people work together, that’s why we’ve made the decision to work five days in the office.
• Office perks: Help yourself to free breakfast cereals, condiments, and coffee to fuel your workday. Our culture club provides opportunities for everyone whether you’re into fitness, pizza making classes, socialising or bringing out your competitive side in trivia or lawn bowls!

What you’ll be working on?

• Providing 1st and 2nd line desktop support services to internal customer base
• Ensure all laptops and desktops are built and ready for deployment at all times
• Manage the flow of work coming into the team, take ownership of issues, escalating to 3rd line where necessary
• Provide first point of contact support to end users, including guidance, training, and advice where applicable
• Onboarding new staff and exiting leavers in a professional and timely manner
• AV support for our Video Conferencing suites
• Support for remote working
• Manage customer expectations and provide regular updates
• Ensure a positive approach to challenges and provide open and honest feedback with the goal being to always improve service to the business and end users
• Ensure all tasks are delivered to a high quality and on time
• Constantly work to optimise support processes and procedures, looking for opportunities to turn reactive call handling into pro-active service delivery
• Ensure incidents and problems are managed correctly always documenting all steps for later analysis
• Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training

What will help you be successful?

• Windows 11
• Microsoft 365
• Macbooks/Jamf
• Excellent verbal and written communication skills
• Ability to multitask under pressure, ensuring service delivery is maintained
• Experience of multi-tiered / ITIL support environments
• Experience supporting Modern Audio Visual solutions
• Telephony cloud based solutions
• Server hardware and comms rooms maintenance, including patch management
• Involvement in large scale projects / roll outs

Please note that this role is only open to Sydney based candidates with full working rights (Citizen/Permanent Resident)

The things we live by

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.

We look forward to hearing from you!

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