Senior End-User Experience Engineer – Onsite IT Support

ICAP; Madrid; On-site; EUR 38,000 - 58,000; Full time

Job summary

TP ICAP Madrid is seeking an End User Support Engineer to deliver high-quality technical support across desktop, laptop, mobile, and peripheral technologies in a fast-paced financial services environment.

The role requires ownership of incidents and service requests, proactive collaboration with Infrastructure, Network, Security, Market Data, and Applications teams, and adherence to ITSM practices using ServiceNow.

Qualifications

• Proven experience providing desktop and end-user support within a financial services environment, ideally supporting trading or broking floor users.
• Strong experience supporting Microsoft Windows 10/11, Microsoft 365, Active Directory, SCCM, and macOS.
• Experience supporting market data platforms such as Bloomberg, LSEG (Refinitiv), or ICE.
• Experience supporting audio-visual and video conferencing technologies, including Microsoft Teams, Cisco, and Webex.
• Experience supporting identity and access management solutions, including Okta or similar MFA technologies.
• Good understanding of TCP/IP, DNS, networking fundamentals, and desktop infrastructure technologies.
• Strong customer service skills with the ability to communicate effectively at all levels of the organisation.
• Experience working within IT Service Management (ITSM) frameworks and best practices.
• Experience supporting virtual or cloud-based desktop environments, including AWS Workspaces.
• Strong working knowledge of ServiceNow or similar ITSM platforms.

Responsibilities

• Provide first-class technical support to end users across desktop, laptop, mobile, and peripheral technologies.
• Diagnose, troubleshoot, and resolve hardware, software, and system-related issues in a timely and professional manner.
• Deliver remote and desk-side support, ensuring minimal disruption to business operations.
• Analyse technical issues and implement effective resolutions, escalating where appropriate.
• Take ownership of incidents and service requests through to completion, providing regular updates to stakeholders.
• Support Major Incident processes and adhere to established escalation procedures.
• Build strong working relationships with end users by providing a responsive, professional, and customer-centric support service.
• Communicate technical information clearly and effectively to both technical and non-technical audiences.
• Manage expectations and maintain high levels of customer satisfaction.
• Work closely with Infrastructure, Network, Security, Market Data, and Applications teams to resolve complex technical issues.
• Contribute to knowledge sharing, process improvement initiatives, and service enhancement activities.
• Identify opportunities to improve operational efficiency and the end-user experience.
• Support desktop, laptop, mobile device, audio-visual, and conferencing technologies.
• Diagnose hardware failures and coordinate repairs, replacements, and equipment deployments as required.
• Assist users with device configuration, maintenance, and troubleshooting.
• Accurately record and manage all incidents, requests, and interactions within ServiceNow, including walk-up and desk-side requests.
• Maintain clear and detailed ticket updates throughout the incident lifecycle.
• Ensure documentation and knowledge articles remain current and relevant.

Skills

Desktop support

Windows 10/11

Microsoft 365

Active Directory

SCCM

macOS

ITSM

Tools

ServiceNow

Teams/Cisco/Webex

Bloomberg/Refinitiv/ICE

Okta/MFA

Job description

TP ICAP Madrid is seeking an End User Support Engineer to deliver high-quality technical support across desktop, laptop, mobile, and peripheral technologies in a fast-paced financial services environment.

The role requires ownership of incidents and service requests, proactive collaboration with Infrastructure, Network, Security, Market Data, and Applications teams, and adherence to ITSM practices using ServiceNow.