Senior End User Support Engineer (12M FTC) - IT Lead

CMC Markets; Greater London; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Pension: 9% matched up to 7%

Income Protection

Life Assurance: 4 x salary

Health Insurance (Vitality)

Holiday: 25 days + Birthday

Breakfast provided

Discretionary Bonus

Job summary

CMC Markets is seeking a proactive End User Support professional to provide 3rd line desktop support and act as escalation point for 1st/2nd line teams. You will handle incidents, work with Modern Workplace engineers, and continuously improve support processes while mentoring junior staff.

Based in the United Kingdom, you will deliver high-quality service to internal users across the global business, ensuring confidentiality and timely resolution of requests. A discretionary bonus is available.

Qualifications

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

Responsibilities

• Deliver desktop support and other services across CMC’s global business.
• Deal with customers via email, chat, telephone and face to face while maintaining high service standards.
• Triage and work on incoming requests through to resolution, and support the wider team.
• Provide 3rd line desktop support services to the internal customer base.
• Provide a point of escalation for the 1st and 2nd line team.
• Work closely with Modern Workplace engineers to find solutions and improvements.
• Manage incidents and problems correctly, documenting all steps for later analysis.
• Take ownership of issues and elevate where necessary.
• Optimise support processes and procedures, looking for opportunities to turn reactive call handling into proactive service delivery.
• Train and mentor junior staff to support their development and improve the overall skill level of the team.
• Maintain a positive approach to challenges and provide open and honest feedback, with the goal of continually improving service to the business and end users.
• Ensure all tasks are delivered to a high quality and on time.
• Maintain personal and professional development to meet the changing demands of the role, including relevant regulatory and legislative training.
• Provide customers, clients and colleagues with a clear, fair, consistent and high-quality service that presents a professional and positive image of CMC Markets.

Skills

Mac support

JAMF

AV solutions

ITIL environment

Windows domain

Exchange/Teams

Multitasking

Server hardware

Windows desktop

Communication skills

Tools

JAMF

MS Exchange

MS Teams

Patch management software

Job description

CMC Markets is seeking a proactive End User Support professional to provide 3rd line desktop support and act as escalation point for 1st/2nd line teams. You will handle incidents, work with Modern Workplace engineers, and continuously improve support processes while mentoring junior staff.

Based in the United Kingdom, you will deliver high-quality service to internal users across the global business, ensuring confidentiality and timely resolution of requests. A discretionary bonus is available.