End User Support Engineer - eFinancialCareers : Job Details

The TP ICAP Group is a world leading provider of market infrastructure. Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions. Through our people and technology, we connect clients to superior liquidity and data solutions. The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world's leading provider of OTC data, and an award winning all-to-all trading platform. The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world's most trusted, innovative, liquidity and data solutions specialist. Role OverviewThe End User Support Engineer is responsible for providing quality support services to the various brands in a fast pace financial company. This is a hands-on, on-site (non-Hybrid) role requiring the ability to handle problems with expertise and exceptional judgment while working with end-users. To provide an excellent level of service to the internal End User population of front office Brokers and back office employees The ideal candidate is a resilient team player who is goal-orientated and fully committed. They must be willing to explain, demonstrate and expand on own ideas. Role Responsibilities

• Diagnosis and Resolution - Analyse and troubleshoot technical issues faced by end-users, including software, hardware and system related problems. Providing timely and accurate solutions to resolve these.
• Customer Interaction - Interact with end-users professionally and emphatically. Address their concerns, answer queries and guide them through problem-solving steps.
• Remote Assistance - Utilize remote desktop tools to provide support.
• Escalation Management - Evaluate and escalate complex issues to higher-level technical teams when necessary. Ensure critical problems receive prompt attention and resolution. Have a clear understanding of the escalation and Major Incident processes and your role within this.
• Collaboration - Work with colleagues across IT teams to resolve challenging technical issues. Share insights and contribute to continuous process improvement.
• Hardware troubleshooting - Diagnose failures, troubleshoot hardware issues and guide users through basic maintenance tasks.
• Documentation - Ensure all calls are logged using Service-Now, these include shoulder taps. Picking up calls in a timely manner and keeping the tickets updated as to your progress. Take ownership of the ticket.

Experience / CompetencesEssential

• Solid technical desktop support experience, within a financial services organization (Trading / Broking Floor)
• Experience with SCCM, Active Directory, Office 365, Microsoft Windows (10/11) and Apple MAC Operating Systems
• Experience with Market Data Systems (e.g. Bloomberg, LSEG, ICE)
• Experience with Audio and Video Conferencing technologies (e.g. Cisco / Webex/ MS Teams)
• Experience with OKTA or similar MFA technology
• Understanding of TCP/IP, DNS and Internetworking Technology
• Ability to identify, manage and resolve issues in a timely manner
• Respond to end users requests effectively and communicate with them at all times
• Ability to work independently and as part of a team
• Excellent problem solving skills
• Time management
• Strong communication and interpersonal skills
• Ability to manage multiple tasks and priorities
• Ability to work under pressure in a fast paced environment whilst remaining calm
• Familiarity with ITSM practises and principles
• Familiarity with AWS workstations
• Solid experience with ServiceNow

Desired

• ITIL framework knowledge
• Familiarity with PowerShell scripting knowledge
• BYOD and Corporate mobile configurations using Intune
• Industry certifications such as Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel or ITSM products

Special Job Requirements:

• Shift rota basis
• Occasional Bank holiday / weekend working requirement
• Occasional Support at other London offices.
• On-Site role only

Job Band & Level: Support, 3 Not The Perfect Fit?Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us. Company StatementWe know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. LocationUK - 135 Bishopsgate - London