End User Support Engineer

Overview

CMC Markets (CMC) is a leading online financial trading business. Listed on the London Stock Exchange, it 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. The Group is committed to recruiting, developing, retaining and motivating exceptional people who are talented, innovative and focused on delivering excellence. This is achieved by embedding the Group’s values throughout the workforce and offering competitive rewards and benefits. The Group values focus on quality, clients and integrity: put clients first; lead with quality; set the standards. More detail on the Group can be found at https://www.cmcmarkets.com/group/.

*This role is a 12 month FTC*

Role and Responsibilities

The End User Support (EUS) department is built around excellence in customer service. Strong processes and procedures ensure consistently excellent service is delivered. As part of the wider IT department, the EUS team provides IT support to internal customers. The successful candidate will have experience in a similar working environment and will work with the Sydney and London team to ensure work is actioned quickly and efficiently. You will be expected to think on your feet and be willing to get involved in all tasks, providing support to the wider team. This role reports to the EUS Team Manager in London.

• Provide 1st and 2nd line End User support services to the internal customer base
• Ensure all laptops and desktops are always built and ready for deployment
• Manage the flow of work 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
• Onboard new staff and exit leavers in a professional and timely manner
• AV support for Video Conferencing suites
• Support for remote end users
• Manage customer expectations and provide regular updates
• Maintain a positive approach to challenges and provide open and honest feedback to improve service
• Deliver tasks to a high quality and on time
• Continuously optimise support processes and procedures, shifting from reactive to proactive service delivery
• Ensure incidents and problems are managed correctly, documenting all steps for later analysis
• Maintain personal/professional development to meet changing role demands, including relevant regulatory and legislative training
• Provide a clear, fair, and consistent high-quality service to all customers, clients or colleagues, presenting a professional image of CMC Markets
• Treat information as confidential and take reasonable steps to protect it
• Undertake other duties, training and/or hours as reasonably required and consistent with the role’s responsibilities

Key Skills and Experience

Essential

• Working knowledge of Microsoft Windows domain environments
• Working knowledge of Windows desktop operating systems
• Working knowledge of email and messaging (Exchange / MS Teams)
• Excellent verbal and written communication skills
• Ability to multitask under pressure while maintaining service delivery

Desirable

• Experience in multi-tier ITIL-style support environments
• Experience supporting modern AV solutions
• Server hardware and data centre/communications room maintenance, including patch management
• Experience supporting MAC computers and using JAMF

CMC Markets is powered by its people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace where people feel empowered, valued and able to do their best work. We welcome differences and unique perspectives as they lead to better outcomes for everyone.