End User Support Engineer

Madrid office - 3 days per week

Up to €41k

Our client is looking for an End User Engineer Support Engineer, who is responsible for providing quality support services to the various groups in a fast pace financial company.

This is a hands-on role requiring the ability to handle various problems with expertise and exceptional judgment while working with end-users.

Role Responsibilities

• 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.

• Knowledge and troubleshooting skills in the Microsoft Windows OS, Microsoft 365, MS Teams, Market Data applications, Mobile computing, printers and other applications

• Strong analytical and problem-solving skills are a must as well as the ability to work well independently and under pressure.

• Acquiring hardware and peripherals as well as supplying initial OneDesk build with the appropriate configuration and setup of Desktop positions according to the current set standards.

• 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. Develop a pipeline of future service improvements using repeatable and/or proven solutions through end-user feedback, technology teams and process change in the technology used in the end-user space.

Experience / Competences

• 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.

• Market Data needs for each business, tools and requirements available and the architecture for export or delivery of the data.

• Technical desktop support experience, preferably within a financial services organization.

• Front Office Support experience, Trade/Broker floor would be advantageous