Senior Technical Support Engineer

As a Senior Technical Support Engineer in End User Services, you will assume the responsibility of role model and mentor to the team. Your expertise and experience will guide and inspire fellow engineers, fostering their professional growth and development. Additionally, you will play a crucial role in supporting the EUS Management team by promoting and upholding good working practices, as well as ensuring adherence to company policies and procedures. Your dedication will extend to ensuring that the helpdesk maintains optimal telephone coverage at all times, guaranteeing prompt and efficient assistance to employees. Moreover, you will collaborate with the team to prioritize and resolve urgent/challenging issues, utilizing your exceptional problem-solving skills and extensive knowledge.

Principal Responsibilities

• Provide best-in-class technical support to end-users in a courteous and professional manner.
• Assist in the day-to-day operations of the helpdesk, ensuring adequate phone coverage at all times.
• Ensure that high-priority issues are identified and correctly handled as per the escalation process.
• Maintain oversight of the daily incident queue, and ensure that tickets are being assigned and processed with minimal delay as required.
• Create and maintain technical documentation and proactively share knowledge within the team. Be a proactive member of the team; identify gaps and opportunities for improvements, and implement required changes to processes and procedures.
• Identify and assist in automating processes within Infrastructure.
• Contribute to IT projects whether locally, regionally or globally.
• Lead by example; and be available to work during weekends and public holidays either locally or from other EMEA office locations as required.
• Take ownership of, and maintain responsibility for projects and processes as directed by EUS Management.
• Support the wider team in its daily activities by exhibiting and demonstrating the highest standards of professionalism and technical know-how.

Technical/Business Skills and Knowledge

• Desirable to have at least 5 years of experience working at an enterprise level within finance, and specifically within trade-floor support.
• Excellent at troubleshooting technical issues in a logical, methodical and consistent manner.
• Excellent analytical and problem-solving skills.