Our purpose is to provide clients with access to integral 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. We work as one to achieve our vision of being the world's most trusted, innovative, liquidity and data solutions specialist.

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. 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. 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. 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. 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. Understanding of ITIL principles and service management methodologies. Exposure to PowerShell scripting and task automation.

Experience supporting mobile device management s

📌 Senior End User Services Engineer (Madrid)
🏢 TP
📍 Madrid