Senior End-User Support Engineer – Onsite

TP ICAP Americas Holdings; Belfast City District; On-site; GBP 50,000 - 70,000; Full time

Job summary

TP ICAP Americas Holdings is seeking an End User Support Senior Engineer to provide expert, hands-on technical support across TP ICAP's brands in a fast-paced financial environment.

The role acts as a key escalation point for high-complexity incidents, leads by example in onsite delivery, and drives continuous improvement within End User Services. Candidates should bring strong remote tool experience and a proactive approach.

Qualifications

• 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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Desktop support

SCCM

Active Directory

Windows 10/11

macOS

Office 365

Market Data Systems

AV technologies

MFA technologies

TCP/IP & DNS

Troubleshooting under pressure

ServiceNow/ITSM

Education

Microsoft MCP/MCSA or relevant certifications

Tools

Cisco/Webex/MS Teams

OKTA

AWS Workspaces

Intune

Job description

TP ICAP Americas Holdings is seeking an End User Support Senior Engineer to provide expert, hands-on technical support across TP ICAP's brands in a fast-paced financial environment.

The role acts as a key escalation point for high-complexity incidents, leads by example in onsite delivery, and drives continuous improvement within End User Services. Candidates should bring strong remote tool experience and a proactive approach.