Senior End User Support Engineer

CMC Markets; Greater London; On-site; GBP 42,000 - 56,000; Full time

Job summary

CMC Markets in London is seeking a Senior End User Support Engineer for a 12-month FTC. You will provide 3rd line desktop support to internal users and act as escalation point for 1st and 2nd line teams, while collaborating with Modern Workplace engineers to implement effective solutions.

You will manage incidents with thorough documentation, take ownership, and drive improvements in support processes. The role includes mentoring junior staff and maintaining high-quality service levels.

Qualifications

• Experience in a Windows domain environment and desktop support.
• Experience with Exchange and MS Teams for email/messaging.
• Experience in ITIL-based multi-tier support environments.
• Experience supporting MAC computers and JAMF.

Responsibilities

• Provide 3rd line desktop support to internal users.
• Serve as escalation point for 1st and 2nd line teams.
• Collaborate with Modern Workplace engineers to implement solutions.
• Ensure incidents and problems are documented for analysis.
• Take ownership of issues and escalate where needed.
• Work to optimise support processes and provide proactive service.
• Train and mentor junior staff to raise overall skill levels.
• Manage customer expectations and provide regular updates.

Skills

Windows domain environments

Windows desktop

Exchange / MS Teams

Verbal and written communication

Multitasking under pressure

ITIL environments

Modern AV solutions

Server hardware maintenance

Tools

JAMF

Job description

Senior End User Support Engineer - *This role is a 12 month FTC*

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.

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
• Take all reasonable steps to ensure appropriate confidentiality

Key Skills and Experience:

• 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
• Experience of multi-tiered / ITIL support environments
• Experience supporting Modern AV solutions
• Server hardware and comms rooms maintenance, including patch management

CMC Markets - about us:

Founded in 1989 with a vision to make financial markets more accessible, CMC Markets has grown into a FTSE 250 global multi-asset financial services firm, serving retail, professional and institutional clients worldwide.

As our business has evolved, so have our capabilities. Alongside our direct-to-consumer offering, we provide technology and execution services to major banks and financial institutions, enabling our partners to access new markets and serve their clients through CMC's technology.

We continue to invest in the future of financial services, expanding our multi-asset capabilities, scaling our global partnerships and developing new technologies that will shape how people access and interact with financial markets.

Our people are central to this continued growth. As CMC enters its next phase, we're investing in the talent and ideas that will help us innovate, scale and deliver for our clients and partners.

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.