End User Support Specialist - 2nd Line (Trading)

Caspian One; Greater London; On-site; GBP 52,000 - 76,000; Full time

Job summary

Caspian One in London is seeking an End User Support Engineer to play a key role in supporting the launch of a brand-new London office for a major hedge fund. You will become a primary support contact for a fast-paced trading and operations environment, helping deliver an effective technology experience for end users while supporting a major office move and expansion.

This role requires hands-on technical support across Windows, macOS, Linux, iOS and Android, strong AD/DNS/DHCP, VPN and AV

Qualifications

• 6+ years of End User Support / Desktop Support experience at 2nd line level.
• Experience supporting Windows, macOS, Linux, iOS and Android in enterprise environments.
• Experience with hedge funds or financial services is beneficial.
• Strong knowledge of AD, DNS, DHCP, Exchange, TCP/IP, VPN.
• Experience with AV/meeting room tech like Teams, Zoom, WebEx.

Responsibilities

• Provide 1st and 2nd line end-user support across Windows, Mac, Linux, mobile devices.
• Investigate and resolve issues affecting trading floor users and business-critical systems.
• Manage incidents and service requests via ticketing system, email and direct user engagement.
• Troubleshoot hardware like monitors, headsets, phones, docking stations.
• Support software installation, upgrades and application troubleshooting.
• Assist with office move, change and deployment activities.
• Provide meeting room and AV support, including video conferencing.
• Take ownership of incidents through to resolution and escalate as needed.
• Respond effectively to major incidents and business continuity situations.
• Deliver a high-touch support experience to senior stakeholders and business users.

Skills

Ownership

Communication

Prioritisation

Calm under pressure

Tools

Active Directory

DNS

DHCP

Microsoft Exchange

VPN

MDM

Video Conferencing

Job description

End User Support Engineer, required to play a key role in supporting the launch of a brand-new London office for a major, reputable hedge fund. This is an excellent opportunity to join one of the world's leading financial institutions during a significant period of growth. You'll become a primary support contact for a fast-paced trading and operations environment, helping deliver an effective technology experience for end users while supporting a major office move and expansion.

The Opportunity

The client is undergoing expansion across various regions around the globe. As part of this expansion, the firm is opening a second London office, which will initially support 75 users and ultimately form part of a much larger 400-person facility.

As an End User Support Engineer, you'll combine hands-on technical support with move-and-change activities, helping users stay productive in a fast-paced, business-critical environment.

This role is ideal for someone who enjoys ownership, thrives under pressure, and takes pride in delivering exceptional service to demanding, high-performance users.

Key Responsibilities

• Provide 1st and 2nd line end-user support across Windows, Mac, Linux, mobile devices and business applications
• Investigate and resolve issues affecting trading floor users and business-critical systems
• Manage incidents and service requests through the ticketing system, email and direct user engagement
• Troubleshoot hardware issues including monitors, headsets, phones, docking stations and peripherals
• Support software installations, upgrades and application troubleshooting
• Assist with office move, change and deployment activities
• Provide meeting room and AV support, including video conferencing and collaboration technologies
• Take ownership of incidents through to resolution, coordinating with internal teams and escalating where needed
• Respond effectively to major incidents and business continuity situations
• Deliver a high-touch support experience to senior stakeholders and business users

What We're Looking For

• 6+ years of End User Support / Desktop Support experience, at 2nd line support level
• Experience providing 1st and 2nd line support within complex enterprise environments
• Experience supporting hedge funds or financial services is beneficial
• Expert knowledge of: Windows, macOS, Linux, iOS, Android
• Strong MDM experience, including: BYOD environments, Corporate device management, Device enrolment and administration
• Working knowledge of: Active Directory, DNS, DHCP, Microsoft Exchange, TCP/IP, VPN technologies
• Experience supporting collaboration and conferencing platforms (AV) such as: Microsoft Teams, Zoom, Cisco WebEx,
• Experience troubleshooting AV and meeting room technology: flexible on brands (such as Logitech, Crestron etc.)

Beneficial

• Experience working within a hedge fund, investment bank, trading environment or wider financial services organisation. Otherwise, experience in a large, enterprise-level business.
• Experience supporting front-office or trading floor users (not essential)
• Exposure to office moves, technology deployments and workplace transformation projects (very beneficial)

The Right Person

We're looking for someone who is:

• You will be dealing with anything from a trader's workstation issue through to coordinating technology recovery during a power outage or office disruption. The ability to think logically, communicate clearly and take ownership is critical.
• Personable and highly professional
• Calm under pressure
• Proactive and solution-oriented
• Able to prioritise effectively in a fast-moving environment
• Confident taking ownership of critical issues
• An exceptional communicator who can build trust with demanding users

Working Pattern

• Monday to Friday
• 5 days per week onsite, typically 8:00am to 5:00pm
• Flexibility required for occasional early starts/late finishes (e.g 7am-4pm, 9am-6pm) or urgent incident response during unusual hours when needed
• Rate is based on hours worked, and also paid for extra hours and weekend work (if/when required)
• Initial 12-month contract
• Strong likelihood of extension (current deployments have extended multiple times, with multi-year engagements)
• Ideally starting within 2-4 weeks, but flexible

Interview Process

• Technical and competency interview with the hiring manager
• Team interview
• Final informal discussion with leadership