End User Support Senior Engineer

Description

The company provides market infrastructure to the global financial and commodities markets, giving clients access to those markets and helping them with price discovery, liquidity and data distribution.

Founded in London in 1866, it has more than 60 offices in 27 countries and around 5,200 staff.

This senior engineer role supports end users across the company's brands in a financial markets setting, handling the hardest incidents and helping the support function improve its service.

Responsibilities

• Troubleshoot complex software, hardware, market data, telephony and system faults, and give accurate fixes that restore service quickly on priority incidents.
• Act as the top escalation point in support, making sure critical issues get immediate, correct action.
• Enforce the escalation and Major Incident processes and guide junior engineers through them.
• Speak with users at every level, including on the trading floor, explaining problems and guiding them to resolution with clear technical advice.
• Work with other IT teams on difficult problems and on improving support workflows.
• Coach junior team members and share knowledge to keep service consistently high.
• Lead diagnosis of hardware failures and advise on maintenance and preventative steps.
• Oversee the use of remote tools to fix issues efficiently.
• Record every interaction and progress update in ServiceNow, owning assigned tickets end to end.
• Set and enforce high standards for accurate, complete and useful documentation across the team.

Requirements

• Essential: extensive desktop support experience in a trading or broking floor environment.
• Essential: strong working knowledge of SCCM, Active Directory, Windows 10/11, macOS and Office 365.
• Essential: strong experience with market data systems such as Bloomberg, LSEG and ICE.
• Essential: expertise with AV technology, including Cisco, Webex and MS Teams.
• Essential: experience with MFA technology such as OKTA.
• Essential: solid understanding of TCP/IP, DNS and internetworking.
• Essential: strong troubleshooting, prioritisation and problem-solving skills under pressure.
• Essential: proven ability to juggle several tasks independently without losing service quality.
• Essential: strong communication skills and real empathy for users.
• Essential: solid experience with ServiceNow and ITSM practices.
• Desired: knowledge of the ITIL framework.
• Desired: familiarity with PowerShell scripting.
• Desired: experience supporting BYOD and mobile device configuration through Intune.
• Desired: Microsoft MCP or MCSA certification, or other relevant specialist certifications.
• Desired: advanced exposure to AWS Workspaces and virtual desktop environments.

Conditions

Based at City Quays 3 in Belfast, UK.

Onsite delivery is required; this is a non-hybrid role.

Grade: Professional, level 5.

Candidates who do not meet every criterion are still encouraged to apply.

The company welcomes applicants of all backgrounds and is committed to equal opportunity.