Senior End User Support Engineer

Job description

The End User Support department is built around strong process and procedures, drawing on a strong operational background to ensure a consistently excellent service is delivered each and every time. Forming part of the wider IT department we provide IT support to our internal customer base. It is essential that any successful candidate have experience of this type of working environment. A varied and interesting role responsible for delivering desktop support and other services across CMC’s global business. You will be expected to deal with customers via email, chat, telephone and face to face, assisting the existing team in ensuring work coming into the team is actioned as quickly and efficiently as possible, maintaining our high service standards at all times. Work arrives into the team in a variety of ways and is then triaged and allocated to team members to work on to resolution. You will be expected to think on your feet and be willing to get involved in all tasks. You will be expected to provide support to the wider team Undertake such other duties, training and/or hours of work as may be reasonably required and are consistent with the general level of responsibility of this role. *This role is a 12 month FTC* Responsibilities Providing 3rd line desktop support services to internal customer base Provide a point of escalation for 1st and 2nd line team Work closely with Modern Workplace engineers to find solutions and improvements Ensure incidents and problems are managed correctly always documenting all steps for later analysis Take ownership of issues, escalating where necessary Constantly work to optimise support processes and procedures, looking for opportunities to turn reactive call handling into pro-active service delivery Train and mentor junior staff to aid in their personal development and improve the overall skill level of the team Manage customer expectations and provide regular updates Ensure a positive approach to challenges and provide open and honest feedback with the goal being to always improve service to the business and end users Ensure all tasks are delivered to a high quality and on time Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training When dealing with all customers, clients or colleagues provide a clear, fair and consistent, high quality service that presents a professional and positive image of CMC Markets Take all reasonable steps to ensure appropriate confidentiality KEY SKILLS AND EXPERIENCE Essential Working knowledge of Microsoft Windows domain environments Working knowledge of Windows desktop Working knowledge of email and messaging (Exchange / MS Teams) Excellent verbal and written communication skills Ability to multitask under pressure, ensuring service delivery is maintained Experience supporting MAC computers and using JAMF Desirable Experience of multi-tiered / ITIL support environments Experience supporting Modern AV solutions Server hardware and comms rooms maintenance, including patch management CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and can do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.