End User Support Senior Engineer

Role Overview The End User Support Senior Engineer provides expert, hands-on technical support across TP ICAP's brands within a fast-paced financial environment. This senior position acts as a key escalation point for high-complexity incidents, ensures service excellence, leads by example in onsite delivery (non-hybrid), and contributes to continuous improvement across End User Services. The Senior Engineer demonstrates strong judgment, resilience, ownership, and a proactive approach to enhancing the end-user experience.

Role Responsibilities Diagnosis & Resolution Lead advanced troubleshooting of complex software, hardware, market data, telephony, and system issues. Provide authoritative, accurate resolutions and ensure timely restoration of service for priority incidents. Escalation & Major Incident Management Act as the senior escalation point within the support function, ensuring critical issues receive immediate and appropriate action. Drive adherence to escalation and Major Incident processes and guide junior engineers in their roles.

Customer & Stakeholder Interaction Deliver professional, confident interactions with end-users at all levels, including trading floor environments. Provide clear explanations, guidance, and technical insight to support users throughout issue resolution. Collaboration & Knowledge Sharing Work closely with cross-functional IT teams to resolve complex challenges and improve support workflows. Mentor and support junior team members, promoting knowledge transfer and consistent service excellence.

Hardware / Software Support Lead diagnostic activities for hardware failures and provide expert guidance on maintenance and preventative actions. Support and oversee use of remote tools for efficient issue remediation. Documentation & Ownership Ensure all interactions and progress updates are fully captured in Service Now, taking full ownership of assigned tickets. Promote high standards of documentation accuracy, quality, and completeness across the team.

Experience / Competences Essential Extensive technical desktop support experience within financial markets environments (Trading / Broking Floor). Strong proficiency with SCCM, Active Directory, Windows 10/11, macOS, Office 365. Strong experience with Market Data Systems (Bloomberg, LSEG, ICE). Expertise with AV technologies (Cisco/Webex/MS Teams).

Experience with MFA technologies such as OKTA. Solid understanding of TCP/IP, DNS, and internetworking. Strong troubleshooting, prioritisation, and problem-solving skills under pressure. Proven ability to manage multiple tasks independently while maintaining service quality. Strong communication and interpersonal skills with high user empathy. Solid experience with Service Now and ITSM practices. Desired Knowledge of ITIL framework. Power Shell scripting familiarity. Experience supporting BYOD and mobile device configurations via Intune.

Microsoft MCP/MCSA or relevant specialist certifications. Advanced exposure to AWS Work spaces / virtual desktop environments. Role Band & Level Professional, 5 LI-MID NIJobs LI-SM1 Not The Perfect Fit? Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background.

If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution.

Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us. Company Statement We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute.

TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. Location UK - City Quays 3 - Belfast To be considered for this role you will be…