Senior End User Support Engineer (12 Month FTC)

• The End User Support department is built around strong processes and procedures, drawing on a strong operational background to ensure consistently excellent service. As part of the wider IT department, we provide IT support to our internal customer base. A varied and interesting role, you will deliver desktop support and other services across CMC’s global business
• Deal with customers via email, chat, telephone and face to face, helping the team action incoming work as quickly and efficiently as possible while maintaining high service standards
• Triage and work on incoming requests through to resolution, and support the wider team
• Provide 3rd line desktop support services to the internal customer base
• Provide a point of escalation for the 1st and 2nd line team
• Work closely with Modern Workplace engineers to find solutions and improvements
• Manage incidents and problems correctly, documenting all steps for later analysis
• Take ownership of issues and escalate where necessary
• Optimise support processes and procedures, looking for opportunities to turn reactive call handling into proactive service delivery
• Train and mentor junior staff to support their development and improve the overall skill level of the team
• Manage customer expectations and provide regular updates
• Maintain a positive approach to challenges and provide open and honest feedback, with the goal of continually improving service to the business and end users
• Ensure all tasks are delivered to a high quality and on time
• Maintain personal and professional development to meet the changing demands of the role, including relevant regulatory and legislative training
• Provide customers, clients and colleagues with a clear, fair, consistent and high-quality service that presents a professional and positive image of CMC Markets
• Take all reasonable steps to ensure appropriate confidentiality
• Undertake other duties, training and/or hours of work as may reasonably be required and are consistent with the general level of responsibility of the role

Benefits

• Pension: 9% = 5% company contribution and 4% self-contribution -CMC Markets will match up to 7%
• Health Insurance provided through Vitality
• Income Protection
• Life Assurance: 4 x salary
• Holiday: 25 days - per calendar year + additional day off for your birthday
• Discretionary Bonus
• Breakfast provided for office days- Experience supporting Mac computers and using JAMF
• Excellent verbal and written communication skills
• Experience supporting Modern AV solutions
• Experience of multi-tiered / ITIL support environments
• Working knowledge of Microsoft Windows domain environments
• Working knowledge of email and messaging (Exchange / MS Teams)
• Ability to multitask under pressure, ensuring service delivery is maintained
• Experience maintaining server hardware and comms rooms, including patch management
• Working knowledge of Windows desktop