End User Support Analyst – Trading Applications – VIP Support
Location: London | Permanent position
Role Summary
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.
