Senior End User Support Engineer – Onsite Finance IT

ICAP; Belfast City District; On-site; GBP 55,000 - 90,000; Full time

Job summary

TP ICAP in Belfast is seeking an End User Support Senior Engineer to deliver expert, hands-on technical support within a fast-paced financial environment. This on-site role acts as the senior escalation point for high-complexity incidents and drives improvements across End User Services.

The candidate will troubleshoot software, hardware, and market data issues, mentor juniors, and ensure high-quality documentation in ServiceNow, supporting users including trading floors.

Qualifications

• Extensive desktop support experience in financial markets.
• Proficient with SCCM, AD, Windows 10/11, macOS, Office 365.
• Experience with Market Data Systems (Bloomberg, LSEG, ICE).
• AV technologies expertise (Cisco/Webex/MS Teams).
• Experience with MFA technologies such as OKTA.
• Solid TCP/IP, DNS and internetworking knowledge.
• Strong troubleshooting, prioritisation and problem-solving under pressure.
• Excellent communication and user empathy with strong collaboration.

Responsibilities

• Lead advanced troubleshooting of complex software, hardware, market data, telephony, and system issues.
• Provide authoritative resolutions and ensure timely restoration of service for priority incidents.
• Act as the senior escalation point within the support function and mentor juniors.
• Drive adherence to escalation and Major Incident processes.
• Deliver professional interactions with end-users at all levels, including trading floors.
• Collaborate with cross-functional IT teams and promote knowledge transfer.
• Lead diagnostic activities for hardware failures and oversee remote remediation.
• Ensure all interactions are captured in ServiceNow with clear ticket ownership.

Skills

SCCM

Active Directory

Windows 10/11

macOS

Office 365

Market Data Systems

AV technologies

OKTA MFA

TCP/IP networking

Tools

ServiceNow

ITSM

Remote tools

Intune

Job description

TP ICAP in Belfast is seeking an End User Support Senior Engineer to deliver expert, hands-on technical support within a fast-paced financial environment. This on-site role acts as the senior escalation point for high-complexity incidents and drives improvements across End User Services.

The candidate will troubleshoot software, hardware, and market data issues, mentor juniors, and ensure high-quality documentation in ServiceNow, supporting users including trading floors.