Senior End User Support Engineer

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.