Engineer, EUC Onsite Support

Role Responsibilities

• Onsite support, Level 2 IT Support for end users
• Working with Citrix, Active Directory, Intune, Azure, Exchange Online and other technologies to support end users
• Supporting employees who are based in other regions remotely.
• Working with Intune for patching the existing environment
• Operates an ITSM process, e.g. Incident, Problem or Change along with the agreed global standard ensuring consistency of content, approach and quality, while maintaining internal and customer Service Level Agreements and expectations
• Track and navigate items throughout the process lifecycle ensuring accurate recording, documentation and closure of items in line with the quality and SLA targets defined.
• Provides first level contact within Technology for communication of information relating to customer issues and queries, ensuring that feedback is progressed to an acceptable resolution
• Supports in preparation for and participates in or chairs regular IT Service Management Process meetings, i.e. CABs, Problem Reviews, etc.
• Supports in the creation and publication of data and reports for various customer needs

Role Requirements

• Knowledge of: Windows 10 / 11, Citrix Xenapp, XenDesktop, Citrix Director, Microsoft Server Technologies – AD, DNS, DHCP, SCCM, Office 365, Mobile Device Management, ServiceNow, Video Conferencing meeting room support, Market Data Systems, Basic knowledge of networking, Telephony infrastructure and management tools.
• ITIL 4 Foundation Certificate (preferred)
• Minimum of 3-year previous experience working with or within an IT Operations Management Function

Experience

• Demonstrable experience of delivering technical support within the financial services industry including clearing or investment banking.
• Demonstrate the ability to support VIP staff in a fast paced business environment
• Understanding of Change Management, Incident Management, Request fulfilment and Problem Management processes
• Understanding of the complexities of working with Global offshore teams 
• Good working relationships with 3rd party suppliers and vendors

Key Behaviours

• Minimum 3 years L2 desktop Support experience required
• Solid understanding and troubleshooting skills across a wide range of corporate technologies
• Service driven, customer focused, enjoys resolving problems and user interaction
• Professional work ethic, able to tackle responsibility and meet targets
• Process and documentation driven
• Seeks input from colleagues, actively listens to their contribution; checks understanding

Customer focus

• Attention to detail, seeks to help and co-operate with customers in order to develop productive, professional relationships with Customers (internal/external). 

Problem solving and Decision Making

• Resolve day to day issues that fall under Desktop Services remit – including equipment procurement and provision, client escalation and local resolution

Result orientated

• Tenacious and delivery focused in approach. Continually seeks to make the area in which they work more efficient and effective.

Effective Interpersonal skills

• Excellent written and oral skills, clear and concise, keeps manager informed of work progression at sensible intervals. Continuously sets client expectations.

Seeks opportunities for self-development

• Ensures their skills and knowledge are up to date. Encourages opportunities to learn.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.