End User Support Engineer, CMC Markets

• Working knowledge of Microsoft Windows domain environments
• Working knowledge of Windows 10
• Working knowledge of email and messaging (Exchange / MS Teams)
• Excellent verbal and written communication skills
• Ability to multitask under pressure, ensuring service delivery is maintained

Desirable

• CMC are hiring an End User Support Engineer to join the team
• The department is built around excellence in customer service
• Forming part of the wider IT department we provide IT support to our internal customer base
• This is a varied and interesting role and the End User Engineer is responsible for delivering desktop support and other services across CMC’s local and global business
• You will be expected to deal with customers via email, chat, telephone and face to face
• Working with the existing team in Sydney and London you will ensure work coming into the team is actioned as quickly and efficiently as possible, maintaining our high service standards at all times
• Work arrives into the team in a variety of ways and is then triaged and allocated to team members to work on to resolution
• You will be expected to think on your feet and be willing to get involved in all tasks
• You will be expected to provide support to the wider team
• Provide first point of contact support to end users, including guidance, training, and advice where applicable
• Onboarding new staff and exiting leavers in a professional and timely manner
• Manage customer expectations and provide regular updates
• Manage the flow of work coming into the team, take ownership of issues, escalating where necessary
• Ensure a positive approach to challenges and provide open and honest feedback with the goal being to always improve service to the business and end users
• Ensure all tasks are delivered to a high quality and on time
• Constantly work to optimise support processes and procedures, looking for opportunities to turn reactive call handling into pro-active service delivery
• Ensure incidents and problems are managed correctly always documenting all steps for later analysis