{"id":1198299,"url":"https://alion.io/job/tp-icap-group-senior-end-user-services-engineer-madrid","title":"Senior End User Services Engineer (Madrid)","company":{"id":172489,"name":"TP ICAP Group","domain":"tpicap.com","url":"https://alion.io/company/tp-icap","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":17,"ghost_share":0,"stale_share":0.941,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madrid, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":78000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":15},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Okta","optional":false},{"name":"PowerShell","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-24T19:35:01Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-19T03:58:28Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"The TP ICAP Group is a world leading provider of market infrastructure.\nOur purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions.\nThrough our people and technology, we connect clients to superior liquidity and data solutions.\nThe 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.\nFounded in London in 1866, the Group operates from more than 60 offices in 27 countries. We are 5,200 people strong. We work as one to achieve our vision of being the world’s most trusted, innovative, liquidity and data solutions specialist.\nRole Overview\nThe 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.\nThe successful candidate will be a proactive and resilient team player who thrives in a dynamic environment, takes ownership of issues through to resolution, and is committed to delivering a seamless technology experience for colleagues and stakeholders.\nPlease note:\nThis role operates on a shift rotation basis.\nOccasional bank holiday and weekend support is required.\nOccasional travel to other London office locations may be required.\nThis is a fully on-site role with no hybrid working arrangement.\nRole Responsibilities\nEnd User Support\nProvide first-class technical support to end users across desktop, laptop, mobile, and peripheral technologies.\nDiagnose, troubleshoot, and resolve hardware, software, and system-related issues in a timely and professional manner.\nDeliver remote and desk-side support, ensuring minimal disruption to business operations.\nIncident and Problem Management\nAnalyse technical issues and implement effective resolutions, escalating where appropriate.\nTake ownership of incidents and service requests through to completion, providing regular updates to stakeholders.\nSupport Major Incident processes and adhere to established escalation procedures.\nCustomer Service\nBuild strong working relationships with end users by providing a responsive, professional, and customer-centric support service.\nCommunicate technical information clearly and effectively to both technical and non-technical audiences.\nManage expectations and maintain high levels of customer satisfaction.\nCollaboration and Continuous Improvement\nWork closely with Infrastructure, Network, Security, Market Data, and Applications teams to resolve complex technical issues.\nContribute to knowledge sharing, process improvement initiatives, and service enhancement activities.\nIdentify opportunities to improve operational efficiency and the end-user experience.\nHardware and Technology Support\nSupport desktop, laptop, mobile device, audio-visual, and conferencing technologies.\nDiagnose hardware failures and coordinate repairs, replacements, and equipment deployments as required.\nAssist users with device configuration, maintenance, and troubleshooting.\nService Management and Documentation\nAccurately record and manage all incidents, requests, and interactions within ServiceNow, including walk-up and desk-side requests.\nMaintain clear and detailed ticket updates throughout the incident lifecycle.\nEnsure documentation and knowledge articles remain current and relevant.\nExperience / Competencies\nEssential\nProven experience providing desktop and end-user support within a financial services environment, ideally supporting trading or broking floor users.\nStrong experience supporting Microsoft Windows 10/11, Microsoft 365, Active Directory, SCCM, and macOS.\nExperience supporting market data platforms such as Bloomberg, LSEG (Refinitiv), or ICE.\nExperience supporting audio-visual and video conferencing technologies, including Microsoft Teams, Cisco, and Webex.\nExperience supporting identity and access management solutions, including Okta or similar MFA technologies.\nGood understanding of TCP/IP, DNS, networking fundamentals, and desktop infrastructure technologies.\nStrong customer service skills with the ability to communicate effectively at all levels of the organisation.\nExperience working within IT Service Management (ITSM) frameworks and best practices.\nExperience supporting virtual or cloud-based desktop environments, including AWS Workspaces.\nStrong working knowledge of ServiceNow or similar ITSM platforms.\nDesired\nUnderstanding of ITIL principles and service management methodologies.\nExposure to PowerShell scripting and task automation.\nExperience supporting mobile device management solutions, including Microsoft Intune.\nExperience supporting BYOD and corporate mobile device environments.\nRelevant industry certifications, such as Microsoft certifications, ITIL Foundation, or equivalent technical qualifications.\nBand & Level\nProfessional / 5\n#LI-MID #LI-Onsite\nNot The Perfect Fit?\nConcerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.\nCompany Statement\nWe know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.\nLocation\nSpain - Paseo de la Castellana - Madrid","description_format":"text","description_chars":6639,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Travel & Tourism","Stock Exchanges & Market Infrastructure","Financial Data & Market Intelligence"],"lifecycle":[{"event":"open","at":"2026-09-24T19:35:01Z"}],"visa":[],"liveness":{"score":55,"band":"ok","label":"Likely open","p_open":1,"p_active":0.606,"p_room":0.9,"age_days":22,"expected_fill_days":40,"reasons":["conf:9","stale_co","velocity","win:mid"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/tp-icap-group-senior-end-user-services-engineer-madrid","json_url":"https://alion.io/job/tp-icap-group-senior-end-user-services-engineer-madrid.json","meta":{"generated_at":"2026-10-19T05:12:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3014,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":172489},"rest":"https://alion.io/mcp/rest/get_company?id=172489"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftp-icap-group-senior-end-user-services-engineer-madrid"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftp-icap-group-senior-end-user-services-engineer-madrid"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftp-icap-group-senior-end-user-services-engineer-madrid"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tp-icap-group-senior-end-user-services-engineer-madrid\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftp-icap-group-senior-end-user-services-engineer-madrid"}]}