End User Support Specialist - 2nd Line; Trading

End User Support Engineer, required to play a key role in supporting the launch of a brand-new London office for a major, reputable hedge fund. This is an excellent opportunity to join one of the world's leading financial institutions during a significant period of growth. You'll become a primary support contact for a fast-paced trading and operations environment, helping deliver an effective technology experience for end users while supporting a major office move and expansion.

The client is undergoing expansion across various regions around the globe. As part of this expansion, the firm is opening a second London office, which will initially support 75 users and ultimately form part of a much larger 400-person facility.

As an End User Support Engineer, you'll combine hands-on technical support with move-and-change activities, helping users stay productive in a fast-paced, business-critical environment.

This role is ideal for someone who enjoys ownership, thrives under pressure, and takes pride in delivering exceptional service to demanding, high-performance users.

• Provide 1st and 2nd line end-user support across Windows, Mac, Linux, mobile devices and business applications
• Investigate and resolve issues affecting trading floor users and business-critical systems
• Manage incidents and service requests through the ticketing system, email and direct user engagement
• Troubleshoot hardware issues including monitors, headsets, phones, docking stations and peripherals
• Support software installations, upgrades and application troubleshooting
• Assist with office move, change and deployment activities
• Provide meeting room and AV support, including video conferencing and collaboration technologies
• Take ownership of incidents through to resolution, coordinating with internal teams and escalating where needed
• Respond effectively to major incidents and business continuity situations
• Deliver a high-touch support experience to senior stakeholders and business users

• 6+ years of End User Support / Desktop Support experience, at 2nd line support level
• Experience providing 1st and 2nd line support within complex enterprise environments
• Experience supporting hedge funds or financial services is beneficial
• Expert knowledge of:
  Windows, macOS, Linux, iOS, Android
• Strong MDM experience, including: BYOD environments, Corporate device management, Device enrolment and administration
• Working knowledge of:
  Active Directory, DNS, DHCP, Microsoft Exchange, TCP/IP, VPN technologies
• Experience supporting collaboration and conferencing platforms (AV) such as:
  Microsoft Teams, Zoom, Cisco Web Ex,
• Experience troubleshooting AV and meeting room technology: flexible on brands (such as Logitech, Crestron etc.)

• Experience working within a hedge fund, investment bank, trading environment or wider financial services organisation. Otherwise, experience in a large, enterprise-level business.
• Experience supporting front-office or trading floor users (not essential)
• Exposure to office moves, technology deployments and workplace transformation projects (very beneficial)

We're looking for someone who is:

• You will be dealing with anything from a trader's workstation issue through to coordinating technology recovery during a power outage or office disruption. The ability to think logically, communicate clearly and take ownership is critical.
• Personable and highly professional
• Calm under pressure
• Proactive and solution-oriented
• Able to prioritise effectively in a fast-moving environment
• Confident taking ownership of critical issues
• An exceptional communicator who can build trust with demanding users

• Monday to Friday
• 5 days per week onsite, typically 8:00am to 5:00pm
• Flexibility required for occasional early starts/late finishes (e.g 7am-4pm, 9am-6pm) or urgent incident response during unusual hours when needed
• Rate is based on hours worked, and also paid for extra hours and weekend work (if/when required)
• Initial 12-month contract
• Strong likelihood of extension (current deployments have extended multiple times, with multi-year engagements)
• Ideally starting within 2-4 weeks, but flexible

• Technical and competency interview with the hiring manager
• Team interview
• Final informal discussion with leadership