Senior End User Services Engineer (Madrid)

Description

The company gives clients access to global financial and commodities markets through market infrastructure, data and trading solutions.

Founded in London in 1866, it runs more than 60 offices across 27 countries and employs 5,200 people.

It is the largest interdealer broker in the world by revenue and ranks first for Energy & Commodities broking.

This is a hands-on, fully on-site role that supports end users across several locations in a demanding financial services setting.

The position is graded Professional, level 5.

Responsibilities

• Give end users first-class support on desktops, laptops, mobile devices and peripherals.
• Find and fix hardware, software and system faults quickly and professionally.
• Provide remote and desk-side help while keeping disruption to the business low.
• Own incidents and service requests until they are closed, and update stakeholders regularly.
• Take part in Major Incident handling and follow the set escalation paths.
• Analyse technical problems, apply effective fixes, and escalate when needed.
• Build good relationships with users through responsive, customer-focused service.
• Explain technical matters clearly to technical and non-technical people alike.
• Set realistic expectations and keep satisfaction high.
• Work with the Infrastructure, Network, Security, Market Data and Applications teams on complex issues.
• Share knowledge and help improve processes, services and the end-user experience.
• Support desktop, laptop, mobile, audio-visual and conferencing equipment, including configuration, maintenance and troubleshooting.
• Diagnose hardware failures and coordinate repairs, replacements and deployments when needed.
• Log every incident, request and interaction in ServiceNow, including walk-up and desk-side work, with clear updates.
• Keep documentation and knowledge articles current and accurate.

Requirements

• Proven desktop and end-user support experience in financial services, ideally with trading or broking floor users.
• Strong hands-on experience with Windows 10/11, Microsoft 365, Active Directory, SCCM and macOS.
• Experience with market data platforms such as Bloomberg, LSEG (Refinitiv) or ICE.
• Experience with audio-visual and video conferencing tools, including Microsoft Teams, Cisco and Webex.
• Experience with identity and access management, such as Okta or other MFA technologies.
• Sound understanding of TCP/IP, DNS, networking basics and desktop infrastructure.
• Strong customer service skills and the ability to communicate well at every level of the organisation.
• Experience working within ITSM frameworks and best practice.
• Experience with virtual or cloud desktops, including AWS Workspaces.
• Solid working knowledge of ServiceNow or a similar ITSM platform.
• Desired: understanding of ITIL principles and service management methods.
• Desired: exposure to PowerShell scripting and task automation.
• Desired: experience with Microsoft Intune or other mobile device management solutions.
• Desired: experience with BYOD and corporate mobile device environments.
• Desired: relevant certifications, such as Microsoft certifications, ITIL Foundation, or equivalent technical qualifications.

Conditions

Work is on a shift rotation basis.

Occasional bank holiday and weekend support is required.

Occasional travel to other London office locations may be required.

The role is fully on-site, with no hybrid working arrangement.

The base is Paseo de la Castellana, Madrid, Spain.

The company values inclusion and encourages applications even where your experience does not match every point.