End User Support Engineer

MISSION

The job holder ensures smooth daily operations in our offices globally by delivering responsive, high-quality technical support to all users. They leverage strong expertise in Office 365 and trading applications to maintain system reliability and performance. Working closely with global IT teams, the job holder efficiently resolves issues, manages user onboarding, and maintains clear technical documentation. Through their proactive approach and collaboration, they contribute to a secure, efficient, and high-performing technology environment that supports business success.

KEY RESPONSIBILITIES

• End User Support: Provide first and second-line support for staff in the Hong Kong office, troubleshooting hardware, software, and network issues.

• Office 365 Expertise: Support and administer Office 365 applications including Outlook, Teams, OneDrive, and SharePoint.

• Trading Application Support: Assist with installation, configuration, and troubleshooting of trading applications used by front-office teams.

• Incident & Service Management: Respond to and resolve incidents and service requests in line with agreed SLAs, escalating to global IT teams where appropriate.

• Hardware Management: Set up, configure, and maintain laptops, desktops, mobile devices, printers, and other peripherals.

• User Onboarding/Offboarding: Manage account creation, permissions, and system access for new hires and leavers.

• Collaboration: Work closely with global IT and infrastructure teams to ensure consistent support standards and system reliability.

• Documentation: Maintain clear and up-to-date technical documentation, FAQs, and user guides for common support scenarios

REQUIRED EDUCATION AND EXPERIENCE

• Minimum 3 years in IT support, preferably within financial services or trading environments.

• Strong knowledge of Microsoft Office 365 suite and related administration.

• Familiarity with Windows desktop environments, Entra ID, and remote access tools.

• Experience supporting trading applications is highly desirable.

QUALIFICATIONS, SKILLS AND EXPERIENCE

• Strong troubleshooting, diagnostic, and root cause analysis skills.

• Excellent interpersonal and communication skills, with the ability to support users at all levels of the business.

• Service orientation

• Ability to work under pressure

• Fluent in English; other European languages are a plus.

• Microsoft 365 Certified, ITIL Foundation, or equivalent.

• Spanish national or holder of a valid work permit in Spain.