At a Glance
- Tasks: Provide high-touch support for VIP users, resolving complex technical issues swiftly.
- Company: Dynamic trading firm in London focused on premium user experience.
- Benefits: Competitive salary, professional development, and a vibrant work environment.
- Other info: Opportunity to grow in a supportive and innovative tech environment.
- Why this job: Join a fast-paced team and make a real difference for top-tier clients.
- Qualifications: Experience with trading applications and strong troubleshooting skills required.
The predicted salary is between 45000 - 50000 £ per year.
The successful candidate will provide high‑touch, one‑to‑one white‑glove End User Support focused on trader workflow continuity, rapid restoration, and professional stakeholder management. The role operates at L2/L3 support, resolving complex issues, reducing repeat incidents, and improving service stability while maintaining a premium end‑user experience.
Responsibilities
- Support VIP users in a London office.
- Operate at L2/L3 level, resolving complex technical issues.
- Reduce repeat incidents and improve service stability.
- Maintain a professional, premium end‑user experience.
- Provide rapid response and frequent status updates to 13 VIP users.
- Communicate technical details in business‑impact language.
Qualifications
- Proven ability supporting trading applications (order/execution platforms, market data tools, trade lifecycle tools) in a time‑critical setting.
- Strong incident triage skills covering application performance, latency symptoms, user perception versus actual service health, profile/session issues, permissions and entitlement failures, and collaboration with app owners.
- Excellent first‑principles troubleshooting: isolate user/device/network/app dependencies quickly.
- Concierge‑style engagement: proactive, calm, discreet, and time‑aware.
- Ability to support 13 VIP users with extended service expectations.
- Strong communication discipline: translate technical details into business impact language and maintain professionalism in sensitive environments.
Technical Skills
- Trading application support – experience with trading platforms, market data tools, incident triage, latency and performance troubleshooting.
- AV/VC support – AV, Teams, multi‑monitor setups, cameras, mics, docking stations; root‑cause troubleshooting.
- Microsoft Endpoint Management – Intune compliance, policy, app deployment, Autopilot basics, device registration troubleshooting.
- Azure/Entra ID fundamentals – device identity, authentication flow, Conditional Access awareness, MFA troubleshooting.
- Office 365 Suite – advanced Outlook/Teams/OneDrive troubleshooting including profiles, indexing, add‑ins, connectivity.
- Windows 10/11 – drivers, profiles, performance, printing, BitLocker recovery.
- Mobile device support – MDM onboarding, Apple Business Manager, DEP, iOS expertise.
Additional Skills
- Cloud infrastructure, cloud migration, AWS, virtual machines.
End User Support Analyst- White Glove(Associate III - Cloud Infrastructure Services) employer: UST
As an End User Support Analyst in our London office, you will thrive in a dynamic and supportive work environment that prioritises professional growth and employee well-being. We offer competitive benefits, a collaborative culture, and opportunities for continuous learning, ensuring that you can excel in providing exceptional white-glove support to our VIP users. Join us to be part of a team that values your expertise and fosters a premium end-user experience while working in one of the world's leading financial hubs.
StudySmarter Expert Advice🤫
We think this is how you could land End User Support Analyst- White Glove(Associate III - Cloud Infrastructure Services)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UST. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UST before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace End User Support Analyst- White Glove(Associate III - Cloud Infrastructure Services)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UST:Your cover letter is your chance to shine! Tell us why you want to work at UST specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UST!
How to prepare for a job interview at UST
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
