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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior End User Services Engineer (Madrid) - **Company:** TP ICAP - **Location:** Madrid, Spain - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Apple Mac Systems, Cloud Computing, System Configuration, Desktop Virtualization, Domain Name System (DNS), Desktop Environments, Identity and Access Management, System Center Configuration Manager, Networking Basics, Windows PowerShell, TCP/IP, User Environment Management, Cisco WebEx, Okta, Microsoft InTune, Cisco, Servicenow - **Published:** September 26, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3808296375593988 ## About the Role * Proven experience providing desktop and end-user support within a financial services environment, ideally supporting trading or broking floor users. * Strong experience supporting Microsoft Windows 10/11, Microsoft 365, Active Directory, SCCM, and macOS. * Experience supporting market data platforms such as Bloomberg, LSEG (Refinitiv), or ICE. * Experience supporting audio-visual and video conferencing technologies, including Microsoft Teams, Cisco, and Webex. * Experience supporting identity and access management solutions, including Okta or similar MFA technologies. * Good understanding of TCP/IP, DNS, networking fundamentals, and desktop infrastructure technologies. * Strong customer service skills with the ability to communicate effectively at all levels of the organisation. * Experience working within IT Service Management (ITSM) frameworks and best practices. * Experience supporting virtual or cloud-based desktop environments, including AWS Workspaces. Strong working knowledge of ServiceNow or similar ITSM platforms. * Desired * Understanding of ITIL principles and service management methodologies. * Exposure to PowerShell scripting and task automation. * Experience supporting mobile device management solutions, including Microsoft Intune. * Experience supporting BYOD and corporate mobile device environments. Relevant industry certifications, such as Microsoft certifications, ITIL Foundation, or equivalent technical qualifications. * ## Description The End User Support Engineer is responsible for delivering high-quality technical support services across the business within a fast-paced financial services environment. This is a hands-on, office-based role requiring exceptional troubleshooting skills, sound judgement, and a strong customer-focused approach when supporting end users across multiple locations. The successful candidate will be a proactive and resilient team player who thrives in a dynamic environment, takes ownership of issues through to resolution, and is committed to delivering a seamless technology experience for colleagues and stakeholders. Please note: * This role operates on a shift rotation basis. * Occasional bank holiday and weekend support is required. * Occasional travel to other London office locations may be required. This is a fully on-site role with no hybrid working arrangement. * Role Responsibilities End User Support * Provide first-class technical support to end users across desktop, laptop, mobile, and peripheral technologies. * Diagnose, troubleshoot, and resolve hardware, software, and system-related issues in a timely and professional manner. Deliver remote and desk-side support, ensuring minimal disruption to business operations. * Incident and Problem Management * Analyse technical issues and implement effective resolutions, escalating where appropriate. * Take ownership of incidents and service requests through to completion, providing regular updates to stakeholders. Support Major Incident processes and adhere to established escalation procedures. * Customer Service * Build strong working relationships with end users by providing a responsive, professional, and customer-centric support service. * Communicate technical information clearly and effectively to both technical and non-technical audiences. Manage expectations and maintain high levels of customer satisfaction. * Collaboration and Continuous Improvement * Work closely with Infrastructure, Network, Security, Market Data, and Applications teams to resolve complex technical issues. * Contribute to knowledge sharing, process improvement initiatives, and service enhancement activities. Identify opportunities to improve operational efficiency and the end-user experience. * Hardware and Technology Support * Support desktop, laptop, mobile device, audio-visual, and conferencing technologies. * Diagnose hardware failures and coordinate repairs, replacements, and equipment deployments as required. Assist users with device configuration, maintenance, and troubleshooting. * Service Management and Documentation * Accurately record and manage all incidents, requests, and interactions within ServiceNow, including walk-up and desk-side requests. * Maintain clear and detailed ticket updates throughout the incident lifecycle. 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