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# End User Support Senior Engineer

- **Company:** TP ICAP
- **Location:** Belfast, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Active Directory, Amazon Web Services, Apple Mac Systems, Domain Name System (DNS), Internetworking, Microsoft Office, System Center Configuration Manager, Virtual Desktops, Windows PowerShell, TCP/IP, Cisco WebEx, Okta, Software Troubleshooting, Microsoft InTune, Cisco, Servicenow, Windows Client
- **Published:** October 23, 2026
- **Apply:** https://www.nijobfinder.co.uk/external-redirect-registration?JobId=2056525&LinkSource=JobDetails

## About the Role

* Extensive technical desktop support experience within financial markets environments (Trading / Broking Floor).
 * Strong proficiency with SCCM, Active Directory, Windows 10/11, macOS, Office 365.
 * Strong experience with Market Data Systems (Bloomberg, LSEG, ICE).
 * Expertise with AV technologies (Cisco/Webex/MS Teams).
 * Experience with MFA technologies such as OKTA.
 * Solid understanding of TCP/IP, DNS, and internetworking.
 * Strong troubleshooting, prioritisation, and problem-solving skills under pressure.
 * Proven ability to manage multiple tasks independently while maintaining service quality.
 * Strong communication and interpersonal skills with high user empathy.
 * Solid experience with ServiceNow and ITSM practices.

Desired

 * Knowledge of ITIL framework.
 * PowerShell scripting familiarity.
 * Experience supporting BYOD and mobile device configurations via Intune.
 * Microsoft MCP/MCSA or relevant specialist certifications.
 * Advanced exposure to AWS Workspaces / virtual desktop environments.

## Description

The End User Support Senior Engineer provides expert, hands-on technical support across TP ICAP's brands within a fast-paced financial environment. This senior position acts as a key escalation point for high-complexity incidents, ensures service excellence, leads by example in onsite delivery (non-hybrid), and contributes to continuous improvement across End User Services. The Senior Engineer demonstrates strong judgment, resilience, ownership, and a proactive approach to enhancing the end-user experience.

Role Responsibilities

Diagnosis & Resolution

 * Lead advanced troubleshooting of complex software, hardware, market data, telephony, and system issues.
 * Provide authoritative, accurate resolutions and ensure timely restoration of service for priority incidents.

Escalation & Major Incident Management

 * Act as the senior escalation point within the support function, ensuring critical issues receive immediate and appropriate action.
 * Drive adherence to escalation and Major Incident processes and guide junior engineers in their roles.

Customer & Stakeholder Interaction

 * Deliver professional, confident interactions with end-users at all levels, including trading floor environments.
 * Provide clear explanations, guidance, and technical insight to support users throughout issue resolution.

Collaboration & Knowledge Sharing

 * Work closely with cross-functional IT teams to resolve complex challenges and improve support workflows.
 * Mentor and support junior team members, promoting knowledge transfer and consistent service excellence.

Hardware / Software Support

 * Lead diagnostic activities for hardware failures and provide expert guidance on maintenance and preventative actions.
 * Support and oversee use of remote tools for efficient issue remediation.

Documentation & Ownership

 * Ensure all interactions and progress updates are fully captured in ServiceNow, taking full ownership of assigned tickets.
 * Promote high standards of documentation accuracy, quality, and completeness across the team.