End User Support Engineer

Since launching in 1989, CMC Markets (CMC) has become one of the world's leading online financial trading businesses. CMC is listed on the London Stock Exchanges and serves retail and institutional clients through regulated offices and branches across the globe. 

CMC offers an award winning online and mobile trading platform, enabling clients to trade up to 10,000 financial instruments across shares, indices, foreign currencies, commodities and treasuries through contracts for difference. In Australia, the Group also offers stockbroking services. 

CMC is committed to recruiting, developing, retaining and motivating exceptional people who are talented, innovative and focussed on delivering excellence. We acknowledge that this goes hand in hand with the Group’s ongoing and future success. This is achieved through embedding the Group’s values throughout the workforce as well as offering competitive rewards and benefits. 

The Group values centre on quality, clients and integrity. 

• Put clients first 

• Lead with quality 

• Set the standards 

More detail on the Group can be found on https://www.cmcmarkets.com/group/ 

*This role is a 12 month FTC*

ROLE AND RESPONSIBILITIES

The End User Support department is built around excellence in customer service. Strong process and procedures allow the team to ensure a consistently excellent service is delivered each and every time. Forming part of the wider IT department we provide IT support to our internal customer base. It is essential that any successful candidate have experience of this type of working environment. 

Working with the existing team in Sydney and London you will ensure work coming into the team is actioned as quickly and efficiently as possible. You will be expected to think on your feet and be willing to get involved in all tasks. You will be expected to provide support to the wider team.  This role is reporting to the EUS Team Manager in London. 

• Providing 1st and 2nd line End User support services to internal customer base

• Ensure all laptops and desktops are always built and ready for deployment

• Manage the flow of work coming into the team, take ownership of issues, escalating to 3rd line where necessary

• Provide first point of contact support to end users, including guidance, training, and advice where applicable

• Onboarding new staff and exiting leavers in a professional and timely manner

• AV support for our Video Conferencing suites

• Support for remote end users  

• Manage customer expectations and provide regular updates 

• Ensure a positive approach to challenges and provide open and honest feedback with the goal being to always improve service to the business and end users 

• Ensure all tasks are delivered to a high quality and on time 

• Constantly work to optimise support processes and procedures, looking for opportunities to turn reactive call handling into pro-active service delivery 

• Ensure incidents and problems are managed correctly always documenting all steps for later analysis 

• Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training 

• When dealing with all customers, clients or colleagues provide a clear, fair and consistent, high-quality service that presents a professional and positive image of CMC Markets  

• Take all reasonable steps to ensure appropriate confidentiality 

• Undertake such other duties, training and/or hours of work as may be reasonably required and are consistent with the general level of responsibility of this role. 

KEY SKILLS AND EXPERIENCE

Essential

• Working knowledge of Microsoft Windows domain environments 

• Working knowledge of Windows desktop 

• Working knowledge of email and messaging (Exchange / MS Teams) 

• Excellent verbal and written communication skills 

• Ability to multitask under pressure, ensuring service delivery is maintained 

Desirable 

• Experience of multi-tiered / ITIL support environments  

• Experience supporting Modern AV solutions 

• Server hardware and comms rooms maintenance, including patch management 

• Experience supporting MAC computers and using JAMF 

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and can do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.