Senior End User Support Engineer; FTC)
Job in
Greater London, London, Greater London, W1B, England, UK
Listed on 2026-10-26
Listing for:
CMC Markets
Full Time, Contract
position Listed on 2026-10-26
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Desktop Support, Technical Support
Job Description & How to Apply Below
- 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 elevate 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
- Pension: 9% = 5% company contribution and 4% self-contribution
-CMC Markets will match up to 7% - Income Protection
- Life Assurance: 4 x salary
- Health Insurance provided through Vitality
- Holiday: 25 days - per calendar year + additional day off for your birthday
- Breakfast provided for office days
- Discretionary Bonus
- 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
Position Requirements
10+ Years
work experience
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