Caspian One
End User Support Specialist - 2nd Line (Trading)
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Location: London
Length: 12-Month Contract + Extensions Onsite: 5 days per week
End User Support Engineer
required to play a key role in supporting the launch of a brand-new London office for a major, reputable hedge fund. This is an excellent opportunity to join one of the world's leading financial institutions during a significant period of growth. You'll become a primary support contact for a fast-paced trading and operations environment, helping deliver an effective technology experience for end users while supporting a major office move and expansion.
The Opportunity
The client is undergoing expansion across various regions around the globe. As part of this expansion, the firm is opening a second London office, which will initially support 75 users and ultimately form part of a much larger 400-person facility.
As an End User Support Engineer, you'll combine hands-on technical support with move-and-change activities, helping users stay productive in a fast-paced, business-critical environment.
This role is ideal for someone who enjoys ownership, thrives under pressure, and takes pride in delivering exceptional service to demanding, high-performance users.
Key Responsibilities
- Provide 1st and 2nd line end-user support across Windows, Mac, Linux, mobile devices, and business applications
- Investigate and resolve issues affecting trading floor users and business-critical systems
- Manage incidents and service requests through the ticketing system, email, and direct user engagement
- Troubleshoot hardware issues including monitors, headsets, phones, docking stations, and peripherals
- Support software installations, upgrades, and application troubleshooting
- Assist with office move, change, and deployment activities
- Provide meeting room and AV support, including video conferencing and collaboration technologies
- Take ownership of incidents through to resolution, coordinating with internal teams and escalating where needed
- Respond effectively to major incidents and business continuity situations
- Deliver a high-touch support experience to senior stakeholders and business users
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What We're Looking For
Essential
- 6+ years of End User Support / Desktop Support experience, at 2nd line support level
- Experience providing 1st and 2nd line support within complex enterprise environments
- Experience supporting hedge funds or financial services is beneficial
- Expert knowledge of: Windows, macOS, Linux, iOS, Android
- Strong MDM experience, including: BYOD environments, Corporate device management, Device enrolment and administration
- Working knowledge of: Active Directory, DNS, DHCP, Microsoft Exchange, TCP/IP, VPN technologies
- Experience supporting collaboration and conferencing platforms (AV) such as: Microsoft Teams, Zoom, Cisco WebEx
- Experience troubleshooting AV and meeting room technology: flexible on brands (such as Logitech, Crestron, etc.)
Beneficial
- Experience working within a hedge fund, investment bank, trading environment, or wider financial services organization. Otherwise, experience in a large, enterprise-level business.
- Experience supporting front-office or trading floor users (not essential)
- Exposure to office moves, technology deployments, and workplace transformation projects (very beneficial)
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The Right Person
We're looking for someone who is:
- Personable and highly professional
- Calm under pressure
- Proactive and solution-oriented
- Able to prioritize effectively in a fast-moving environment
- Confident taking ownership of critical issues
- An exceptional communicator who can build trust with demanding users
You will be dealing with anything from a trader's workstation issue through to coordinating technology recovery during a power outage or office disruption. The ability to think logically, communicate clearly, and take ownership is critical.
Working Pattern
- Monday to Friday
- 5 days per week onsite, typically 8:00am to 5:00pm
- Flexibility required for occasional early starts/late finishes (e.g., 7am-4pm, 9am-6pm) or urgent incident response during unusual hours when needed
- Rate is based on hours worked, and also paid for extra hours and weekend work (if/when required)
Contract Details
- Initial 12-month contract
- Strong likelihood of extension (current deployments have extended multiple times, with multi-year engagements)
- Ideally starting within 2-4 weeks, but flexible
Interview Process
- Technical and competency interview with the hiring manager
- Team interview
- Final informal discussion with leadership
Apply now to become a key technology support contact at one of the most respected organizations in the financial markets, at a pivotal stage of growth.
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