Desktop Support Engineer - London, UK

Desktop Support Engineer - London, UK

"Global Futures and Options Ltd (GFO-X)", a UK FCA authorised and regulated MTF, is seeking a Desktop Support Engineer to join our growing team in London.

GFO-X is the UK's first regulated and centrally cleared trading venue dedicated to digital asset derivatives. GFO-X has partnered with LCH SA which will offer clearing of Bitcoin index futures and options contracts traded on GFO-X. This will be made available through a new segregated clearing service, LCH DigitalAssetClear. GFO-X services large global institutional participants who require a regulated, institutional-grade trading venue for digital asset derivatives, including Bitcoin index futures and options.

You will be part of a dynamic and experienced team bringing the features of traditional derivative markets to the rapidly expanding digital asset arena.

The successful candidate will participate in the daily operations of our globally distributed technical support team. They will be expected to deliver exceptional support to exchange participants through phone and email.

Responsibilities:

• Be responsive - Provide 1st and 2nd level technical support for Windows 10/11 desktop for internal staff, liaising directly with internal customers to resolve issues.
• Support of hardware peripherals (phones, tablets, headsets).
• Active involvement in delivering new support projects and initiatives (new deployments, moves and changes).
• Plan, log and track activity in Jira.
• Diligently document in SharePoint and Confluence.
• Support the applications in use within GFO-X, including some SaaS applications.
• Proactively ensure the availability of critical systems. Remove any friction for internal users so they can focus on their jobs rather than the tools.
• Work closely with the trade support and infrastructure teams as the third line on resolving customer issues.
• Follow defined Support SLAs and KPIs.
• Work to continuously improve support processes: Identify areas for process improvement and suggest proactive solutions to enhance the overall customer experience.
• Ensure continuous alignment of our platforms and processes with best practices.
• Excellent team collaboration at all times, actively building relationships across the company.
• Work in shifts with occasional out-of-business hours coverage.

Requirements:

• At least 5 years+ of experience.
• Deep, practical experience with Microsoft Technologies, specifically Office365 products and tools (admin centre, SharePoint).
• Very strong problem-solving and communication skills.
• Able to multi-task efficiently and work under time pressure to SLAs.
• Familiarity with ITIL 4 working practices and processes.
• Troubleshooting experience of Linux desktop, a plus.
• Working knowledge of the Mimecast platform, a plus.
• Respectful of the organisation's culture and values.
• Bachelor's Degree or Equivalent industry experience.
• Experience in supporting and reporting on IT projects and workstreams.

This role is based in our London office. GFO-X is an equal opportunities employer committed to diversity and inclusion. Competitive benefits included.

If you are interested in this role, please apply through the link in the job posting.

Inquiries from agencies should be directed to recruitment@gfo-x.com. Please refrain from sending recruitment inquiries to any other email address or individual within our organisation. GFO-X does not guarantee employment or engagement based solely on enquiry.

All unsolicited CVs from agencies shall be treated as such and will not be counted as submissions.