Deliver high-quality support to end-users in a courteous professional manner
Support desktop technology and applications including Market data
Respond to calls and manage issues until resolution, taking ownership of User issues.
Provide support on site for assigned office location(s) in Madrid and Hours as scheduled by management.
Including support of remote sites for which travel will be required.
Provide reasonable out of office availability when scheduled prior to an event, or additional support requirements.
Provide support or scheduling time to assist trouble issues for remote users accessing Company networks via VPN/AWS/Citrix.
Provide L2 Communication support including trouble shooting for Dealer board Turret.
Assist and provide feedback in establishing obtainable SLA’s for End User Services related Incidents, Tasks, and Requests and ensuring established SLA’s are meant.
Promote and embed a culture of Continual Service Improvement with delivery of quantified and measured service improvements.

Knowledge of Microsoft 365 (Word, Excel, PowerPoint, Outlook)
Knowledge of Server, Voice & Communications Infrastructure.
Understanding of TCP/IP, DNS and Internetworking Technology
Knowledge of Audio and Video Conferencing technologies.
Knowledge of various Operating systems (e.g. MS Windows, Apple)
Knowledge of common Market Data applications and services.
Technical desktop support experience, preferably within a financial services organization.
Front Office Support experience, Trade/Broker floor would be advantageous

End User Support Engineer

Key skills