Senior End User Services Engineer (Madrid)

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

The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.

Founded in London in 1866, the Group operates from more than 60 offices in 27 countries. We are 5,200 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

Role Overview

The End User Support Engineer is responsible for delivering high-quality technical support services across the business within a fast-paced financial services environment. This is a hands-on, office-based role requiring exceptional troubleshooting skills, sound judgement, and a strong customer-focused approach when supporting end users across multiple locations.

The successful candidate will be a proactive and resilient team player who thrives in a dynamic environment, takes ownership of issues through to resolution, and is committed to delivering a seamless technology experience for colleagues and stakeholders.

Please note:

• This role operates on a shift rotation basis.
• Occasional bank holiday and weekend support is required.
• Occasional travel to other London office locations may be required.
• This is a fully on-site role with no hybrid working arrangement.

Role Responsibilities

End User Support

• 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.

Incident and Problem Management

• 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.

Customer Service

• 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.

Collaboration and Continuous Improvement

• 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.

Hardware and Technology Support

• 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.

Service Management and Documentation

• 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.

Experience / Competencies

Essential

• 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.

Desired

• Understanding of ITIL principles and service management methodologies.
• Exposure to PowerShell scripting and task automation.
• Experience supporting mobile device management solutions, including Microsoft Intune.
• Experience supporting BYOD and corporate mobile device environments.
• Relevant industry certifications, such as Microsoft certifications, ITIL Foundation, or equivalent technical qualifications.

Band & Level

• Professional / 5

#LI-MID #LI-Onsite

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That’s why we’re building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

Location

Spain - Paseo de la Castellana - Madrid