Support engineer with English

• Permanent contract|Final client

Company focus on world's financial, energy and commodities markets.

They combine data, knowledge and intelligence into contextual insight and commercial guidance.

• 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.


• Flexible in approach, and comfortable dealing with ambiguity when necessary


• 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, which travel may 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 L1 Communication support with minor 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.


• Assist in desk moves and set up, other tasks that may need attention as Comms room and some facilities management.


• 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.

Permanent contract

Knowledge:

• knowledge of Microsoft 365 (Word, Excel, PowerPoint, Outlook)


• Knowledge of Server, Voice & Communications Infrastructure.


• Knowledge of various Operating systems (e.g. MS Windows, Apple)


• Knowledge of Audio and Video Conferencing technologies.


• Knowledge of common Market Data applications and services.


• Industry certifications desirable may include Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or ITSM products


• Understanding of TCP/IP, DNS and Internetworking Technology


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

Experience:

• Minimum 3 to 5 years technical desktop support experience, preferably within a financial services organization.


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


• ITIL framework knowledge would be advantageous

Special Job Requirements:

• Bank holidays.


• Occasional afterhours and weekend work as scheduled


• Early and later shift hours as scheduled.


• Fluent Spanish/English speaking required