End User Support Engineer

This role is a 12 month FTC within the End User Support department, delivering excellence in IT support to internal customers in Sydney and London.

Role and Responsibilities

• Provide 1st and 2nd line End User support services to internal customer base.
• Ensure all laptops and desktops are always built and ready for deployment.
• Manage the flow of work coming into the team, take ownership of issues, escalating to 3rd line where necessary.
• Provide initial point of contact support to end users, including guidance, training, and advice where applicable.
• Onboard new staff and exit leavers professionally and timely.
• Provide AV support for Video Conferencing suites.
• Support remote end users.
• Manage customer expectations and provide regular updates.
• Maintain a positive approach to challenges and provide open and honest feedback, aiming to continually improve service.
• Deliver tasks to a high quality and on time.
• Optimise support processes and procedures, turning reactive call handling into proactive service.
• Document incidents and problems correctly for analysis.
• Maintain personal/professional development, including regulatory and legislative training.
• Uphold confidentiality, providing a clear, fair, and consistent high‑quality service to all stakeholders.

Key Skills and Experience

• Essential: Working knowledge of Microsoft Windows domain environments; Windows desktop; email and messaging (Exchange / MS Teams); excellent verbal and written communication; ability to multitask under pressure.
• Desirable: Experience of multi‑tiered / ITIL support environments; supporting Modern AV solutions; server hardware and comms rooms maintenance, including patch management; supporting MAC computers and using JAMF.

CMC Markets is an equal opportunities employer and is committed to creating a diverse and inclusive workplace.

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