End User Support Senior Engineer

ICAP; Belfast City District; On-site; GBP 55,000 - 90,000; Full time

Job summary

TP ICAP in Belfast is seeking an End User Support Senior Engineer to deliver expert, hands-on technical support within a fast-paced financial environment. This on-site role acts as the senior escalation point for high-complexity incidents and drives improvements across End User Services.

The candidate will troubleshoot software, hardware, and market data issues, mentor juniors, and ensure high-quality documentation in ServiceNow, supporting users including trading floors.

Qualifications

• Extensive desktop support experience in financial markets.
• Proficient with SCCM, AD, Windows 10/11, macOS, Office 365.
• Experience with Market Data Systems (Bloomberg, LSEG, ICE).
• AV technologies expertise (Cisco/Webex/MS Teams).
• Experience with MFA technologies such as OKTA.
• Solid TCP/IP, DNS and internetworking knowledge.
• Strong troubleshooting, prioritisation and problem-solving under pressure.
• Excellent communication and user empathy with strong collaboration.

Responsibilities

• Lead advanced troubleshooting of complex software, hardware, market data, telephony, and system issues.
• Provide authoritative resolutions and ensure timely restoration of service for priority incidents.
• Act as the senior escalation point within the support function and mentor juniors.
• Drive adherence to escalation and Major Incident processes.
• Deliver professional interactions with end-users at all levels, including trading floors.
• Collaborate with cross-functional IT teams and promote knowledge transfer.
• Lead diagnostic activities for hardware failures and oversee remote remediation.
• Ensure all interactions are captured in ServiceNow with clear ticket ownership.

Skills

SCCM

Active Directory

Windows 10/11

macOS

Office 365

Market Data Systems

AV technologies

OKTA MFA

TCP/IP networking

Tools

ServiceNow

ITSM

Remote tools

Intune

Job description

Group Overview

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 Senior Engineer provides expert, hands‑on technical support across TP ICAP's brands within a fast‑paced financial environment. This senior position acts as a key escalation point for high‑complexity incidents, ensures service excellence, leads by example in onsite delivery (non‑hybrid), and contributes to continuous improvement across End User Services. The Senior Engineer demonstrates strong judgment, resilience, ownership, and a proactive approach to enhancing the end‑user experience.

Role Responsibilities

• Lead advanced troubleshooting of complex software, hardware, market data, telephony, and system issues.
• Provide authoritative, accurate resolutions and ensure timely restoration of service for priority incidents.

Escalation & Major Incident Management

• Act as the senior escalation point within the support function, ensuring critical issues receive immediate and appropriate action.
• Drive adherence to escalation and Major Incident processes and guide junior engineers in their roles.

Customer & Stakeholder Interaction

• Deliver professional, confident interactions with end‑users at all levels, including trading floor environments.
• Provide clear explanations, guidance, and technical insight to support users throughout issue resolution.

Collaboration & Knowledge Sharing

• Work closely with cross‑functional IT teams to resolve complex challenges and improve support workflows.
• Mentor and support junior team members, promoting knowledge transfer and consistent service excellence.

Hardware / Software Support

• Lead diagnostic activities for hardware failures and provide expert guidance on maintenance and preventative actions.
• Support and oversee use of remote tools for efficient issue remediation.

Documentation & Ownership

• Ensure all interactions and progress updates are fully captured in ServiceNow, taking full ownership of assigned tickets.
• Promote high standards of documentation accuracy, quality, and completeness across the team.

Experience / Competences

Essential

• Extensive technical desktop support experience within financial markets environments (Trading / Broking Floor).
• Strong proficiency with SCCM, Active Directory, Windows 10/11, macOS, Office 365.
• Strong experience with Market Data Systems (Bloomberg, LSEG, ICE).
• Expertise with AV technologies (Cisco/Webex/MS Teams).
• Experience with MFA technologies such as OKTA.
• Solid understanding of TCP/IP, DNS, and internetworking.
• Strong troubleshooting, prioritisation, and problem‑solving skills under pressure.
• Proven ability to manage multiple tasks independently while maintaining service quality.
• Strong communication and interpersonal skills with high user empathy.
• Solid experience with ServiceNow and ITSM practices.

Desired

• Knowledge of ITIL framework.
• PowerShell scripting familiarity.
• Experience supporting BYOD and mobile device configurations via Intune.
• Microsoft MCP/MCSA or relevant specialist certifications.
• Advanced exposure to AWS Workspaces / virtual desktop environments.

Role Band & Level

• Professional, 5

#LI-Hybrid #LI-MID #NIJobs

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

UK - City Quays 3 - Belfast