Job Description

We are seeking a motivated End User Computing Engineer to join our team at a leading hedge fund. In this role, you will provide high-quality technical support across a fast-paced, trading floor environment. You’ll be responsible for troubleshooting hardware and software issues, managing desktop deployments, and ensuring seamless day-to-day operations for our front, middle, and back-office teams.

The ideal candidate is detail-oriented, thrives under pressure, and has strong communication skills to support both technical and non-technical users. Experience in financial services or trading environments is a plus.

Please note that the role will require being in the office five days per week. 

Overall purpose of the job:

• Provide proactive and efficient end-user desk-side support to ensure minimal disruption and downtime, conduct root cause analysis, and service improvements for all incidents and requests, ensuring resolution times are kept to an absolute minimum

• Ensure a professional, timely, and high-quality support provision for user requests, keeping users and tickets consistently updated

• Oversee and participate in adds, moves, and changes, ensuring user onboarding/offboarding is completed accurately and in accordance with Capula’s policies

• Take responsibility for Capula’s EUC (End User Computing) environment through management, configuration, and security of the global estate, comprising physical and cloud workstations, fixed and mobile telephony, unified communications, email, and messaging

• Manage and support the end-user computing estate (hardware/software) throughout its lifecycle. Provide hands-on technical responsibility to deliver a stable, secure, and strategically aligned environment, building and/or deploying enterprise-grade environments, applications, updates, and solutions

• Coordinate and undertake desk moves

• Administer user access and permission changes for both internal and external systems and platforms, ensuring the firm's processes and policies are adhered to

• Writing documentation for support, training and procedural purposes

• Accurately and consistently follow company and team policies, procedures and standards

• Ensure the Head of EUC is informed of all relevant issues, concerns or incidents (including near-misses) and any breaches of policy

• Actively participate in Business Continuity planning and testing

• Uphold the firm’s cybersecurity standards and best practices

• Provide guidance and training to end-users

Requirements

Education and Qualifications

• Candidates who have taken a degree in a quantitative subject, or relevant courses related to desktop support. 

Experience

• Minimum of three years’ experience supporting end users within financial services
• Strong understanding & demonstrable experience of supporting the end user computing environment
• Experience of working in a fast-paced pressurised environment
• Experience of delivering projects and initiatives aligned to technical & business demands through to success
• Handling escalations effectively and providing feedback to the wider team
• Experience of working in a service desk/ticket-based environment, resolving problems using problem resolution and escalation procedures leveraging diagnostic and incident tracking tools

Skills

Required:

• Experience working in a fast-paced service desk environment, ability to take ownership of day-to-day BAU of support tickets with effective prioritising and triaging
• Experience support hardware and software for all end-user computing needs within a trade floor/financial services environment
• Working knowledge of M365 environment (Intune, Exchange Online, Purview), within a fully cloud and/or hybrid environment
• Knowledge of supporting infrastructure resources such as, Active Directory, Exchange, File Services, DHCP, & DNS
• Knowledge and understanding of supporting both fixed-line and mobile device solutions
• Maintaining and troubleshooting HP desktop PCs and iOS devices

Desirable:

• PowerShell scripting
• Excel, VBA, Python, PyXLL
• Jira/Bitbucket

Soft skills:

• Excellent written and verbal communication skills
• Strong troubleshooting and problem-solving abilities
• Skilled in prioritising and multitasking
• Able to work well under pressure and adversity
• Willing, can-do attitude
• Exemplary customer service skills
• Team player – willingness to be flexible ensuring stable and robust support model

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