End User Support Engineer

The TP ICAP Group is a world leading provider of market infrastructure.

Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.

Through our people and technology, we connect clients to superior liquidity and data solutions.

The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world’s leading provider of OTC data, and an award winning all-to-all trading platform.

The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.

Role Overview

Role Responsibilities- Deliver high-quality support to end-users in a courteous professional manner-
- Respond to calls and manage issues until resolution, taking ownership of User issues.-
- Strong analytical and problem-solving skills are a must as well as the ability to work well independently and under pressure.- Flexible in approach, and comfortable dealing with ambiguity when necessary- Acquiring hardware and peripherals as well as supplying initial OneDesk build with the appropriate configuration and setup of Desktop positions according to the current set standards.- Provide support on site for assigned office location(s) in Madrid and Hours as scheduled by management. Including support of remote sites for which travel will be required.- Provide reasonable out of office availability when scheduled prior to an event, or additional support requirements.- Provide support or scheduling time to assist trouble issues for remote users accessing Company networks via VPN/AWS/Citrix.- Provide L2 Communication support including trouble shooting for Dealer board Turret.- Assist and provide feedback in establishing obtainable SLA’s for End User Services related Incidents, Tasks, and Requests and ensuring established SLA’s are meant.- Assist in desk moves and set up, other tasks that may need attention as Comms room and some facilities management.- Promote and embed a culture of Continual Service Improvement with delivery of quantified and measured service improvements. Develop a pipeline of future service improvements using repeatable and/or proven solutions through end-user feedback, technology teams and process change in the technology used in the end-user space.

Experience / Competences- Knowledge of Microsoft 365 (Word, Excel, PowerPoint, Outlook)- Knowledge of Server, Voice & Communications Infrastructure.- Knowledge of various Operating systems (e.g. MS Windows, Apple)- Knowledge of Audio and Video Conferencing technologies.-
- Industry certifications desirable may include Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel, Word, PowerPoint, Outlook or ITSM products- Understanding of TCP/IP, DNS and Internetworking Technology- Market Data needs for each business, tools and requirements available and the architecture for export or delivery of the data.- Technical desktop support experience, preferably within a financial services organization.- Front Office Support experience, Trade/Broker floor would be advantageous- ITIL framework knowledge would be advantageous- Bank holidays.- Occasional afterhours and weekend work as scheduled- Early and later shift hours as scheduled.- Fluent Spanish/English speaking required

Job Band & Level- Professional / Level 4

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Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

Location

Spain - Paseo de la Castellana - Madrid