Senior End User Support Engineer

CMC Singapore; Greater London; On-site; GBP 36,000 - 54,000; Full time

Job summary

CMC Markets in London is seeking an experienced End User Support professional to deliver 3rd line desktop support for our internal user base. You will triage requests received by email, chat, telephone and face-to-face, working with Modern Workplace engineers to find solutions and improvements.

You will document all steps for incident analysis, take ownership of issues and escalate when needed, and mentor junior staff.

Qualifications

• Experience in providing 3rd line desktop support to an internal user base.
• Strong knowledge of Windows domain environments and Windows desktop.
• Good written and verbal communication skills and ability to document steps.

Responsibilities

• Provide 3rd line desktop support to internal customers.
• Escalate to 1st/2nd line and work with Modern Workplace engineers.
• Document incidents and problems for later analysis and reference.
• Own issues, manage expectations and provide regular updates.
• Mentor junior staff and contribute to process improvements.

Skills

Windows Domain

Windows Desktop

Email & Messaging

Communication

Multitasking

Mac Support JAMF

ITIL Experience

AV Solutions

Server Hardware

Tools

JAMF

Exchange

MS Teams

Job description

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. It is essential that any successful candidate have experience of this type of working environment. A varied and interesting role responsible for delivering desktop support and other services across CMC’s global business. You will be expected to deal with customers via email, chat, telephone and face to face, assisting the existing team in ensuring work coming into the team is actioned as quickly and efficiently as possible, maintaining our high service standards at all times. Work arrives into the team in a variety of ways and is then triaged and allocated to team members to work on to resolution. You will be expected to think on your feet and be willing to get involved in all tasks. You will be expected to provide support to the wider team Undertake such other duties, training and/or hours of work as may be reasonably required and are consistent with the general level of responsibility of this role.

*This role is a 12 month FTC*

Responsibilities

• Providing 3rd line desktop support services to internal customer base
• Provide a point of escalation for 1st and 2nd line team
• Work closely with Modern Workplace engineers to find solutions and improvements
• Ensure incidents and problems are managed correctly always documenting all steps for later analysis
• Take ownership of issues, escalating where necessary
• Constantly work to optimise support processes and procedures, looking for opportunities to turn reactive call handling into pro-active service delivery
• Train and mentor junior staff to aid in their personal development and improve the overall skill level of the team
• 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
• Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training
• When dealing with all customers, clients or colleagues provide a clear, fair and consistent, high quality service that presents a professional and positive image of CMC Markets
• Take all reasonable steps to ensure appropriate confidentiality

Key Skills and Experience

• Essential Working knowledge of Microsoft Windows domain environments
• Working knowledge of Windows desktop
• Working knowledge of email and messaging (Exchange / MS Teams)
• Excellent verbal and written communication skills
• Ability to multitask under pressure, ensuring service delivery is maintained
• Experience supporting MAC computers and using JAMF
• Desirable Experience of multi-tiered / ITIL support environments
• Experience supporting Modern AV solutions
• Server hardware and comms rooms maintenance, including patch management

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 can 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. CMC Markets is one of the world’s first ever fin-tech companies and was launched in 1989 to break down the barriers of financial trading and make trading accessible to everyone. Our mission is to use our award-winning, Next Generation trading platform and unparalleled client service to empower millions of people to have the best trading experience out there. Our clients can trade on thousands of instruments using the best technology, supported by sophisticated charting, competitive pricing and automated execution. We're trusted by investors globally, but also by banks, brokers, funds and trading desks though our top-tier liquidity institutional offering, enabling these businesses to expand into new markets and increase revenue potential. We were recently listed on the FTSE250, and our business continues to go from strength to strength as we continue to invest in our technology and our people.