End User Support Engineer Associate

Il y a 3 mois


Paris, France TP ICAP Temps plein

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- Diagnosis and Resolution - Analyse and troubleshoot technical issues faced by end-users, including software, hardware and system related problems. Providing timely and accurate solutions to resolve these.- Customer Interaction - Interact with end-users professionally and emphatically. Address their concerns, answer queries and guide them through problem-solving steps.- Remote Assistance - Utilize remote desktop tools to provide support.- Escalation Management - Evaluate and escalate complex issues to higher-level technical teams when necessary. Ensure critical problems receive prompt attention and resolution. Have a clear understanding of the escalation and Major Incident processes and your role within this.- Collaboration - Work with colleagues across IT teams to resolve challenging technical issues. Share insights and contribute to continuous process improvement.- Hardware troubleshooting - Diagnose failures, troubleshoot hardware issues and guide users through basic maintenance tasks.- Documentation - Ensure all calls are logged using Service-Now, these include shoulder taps. Picking up calls in a timely manner and keeping the tickets updated as to your progress. Take ownership of the ticket.

Experience / Competences

Essential- Solid technical desktop support experience, within a financial services organization (Trading / Broking Floor)- Experience with SCCM, Active Directory, Office 365, Microsoft Windows (10/11) and Apple MAC Operating Systems- Experience with Market Data Systems (e.g. Bloomberg, LSEG, ICE)- Experience with Audio and Video Conferencing technologies (e.g. Cisco / Webex/ MS Teams)- Experience with OKTA or similar MFA technology- Understanding of TCP/IP, DNS and Internetworking Technology- Ability to identify, manage and resolve issues in a timely manner- Respond to end users requests effectively and communicate with them at all times- Ability to work independently and as part of a team- Excellent problem solving skills- Time management- Strong communication and interpersonal skills- Ability to manage multiple tasks and priorities- Ability to work under pressure in a fast paced environment whilst remaining calm- Familiarity with ITSM practises and principles- Familiarity with AWS workstations- Solid experience with ServiceNow- Fluent in French and English

Desired- ITIL framework knowledge- Familiarity with PowerShell scripting knowledge- BYOD and Corporate mobile configurations using Intune- Industry certifications such as Microsoft MCP, MCSA or individual Microsoft specialist training such as Excel or ITSM products

Special Job Requirements:
- Shift rota basis- Occasional Bank holiday / weekend working requirement- On-Site role only
- Job Band & Level: Professional, 4_

LI-Onsite #LI-MID

Not The Perfect Fit?

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

France - Rue Washington - Paris


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