Modern Workplace Engineer

The Modern Workplace Team is built around strong process and procedures, drawing on a strong operational background to ensure a consistently excellent service is delivered each and every time. Forming part of the wider IT department we deliver IT services and work closely with the End User Support Team to provide IT support to our internal customer base. It is essential that any successful candidate have experience of this type of working environment.

A varied and interesting role responsible for delivering modern workplace services across CMC’s global business. You will be expected to constantly deliver new systems and improve existing services, maintaining our high service standards at all times. Work arrives into the team in a variety of ways and is then triaged and allocated to team members to work on to resolution. The majority of your tasks will be project related or escalated from 2nd line Supportengineers. You will be expected to think on your feet and be willing to get involved where appropriate. You will be expected to provide guidance and support to the widerteam where required.

Responsibilities

• As a modern workplace engineer, you will be responsible for supporting and implementing solutions based around communication and collaboration systems.

• Workplace services including desktop solutions, voice solutions and secure remote working environments.

• Working with a team of customer-focused professionals who are committed to defining technical strategy, architecting, designing, securing and delivering end-to-end solutions aligned to IT strategy.

• The successful candidate will be a subject matter expert in at least one but preferably several of the Essential and Desirable disciplines.

• Complex problems are escalated through 2ndline support and you will be expected to see these issues through to resolution.

• Manage customer expectations and provide regular updates

• Manage the flow of work coming into the team effectively, escalating internally and to external vendors where necessary

• Provide a point of escalation and mentor junior staff

• Provide occasional cover for End User Support where required

• Ensure a positive approach to challenges and provide open and honest feedback with the goal being to always improve service to the business and end users

• Ensure BAU and projects are delivered to a high quality and on time

• Constantly work to optimise support processes and procedures, looking for opportunities to turn reactive call handling into pro-active service delivery

• Ensure incidents and problems are managed correctly documenting all steps for later analysis at all times

• Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training

• When dealing with all customers, clients or colleagues provide a clear, fair and consistent high quality service that presents a professional and positive image of CMC Markets

• Take all reasonable steps to ensure appropriate confidentiality

Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role.

KEY SKILLS AND EXPERIENCE

Essential

• 2 of more years experience in a similar level role

• Involvement in projects surrounding M365

• Strong skill set with email and messaging (Exchange 365 / Teams)

• Experience with EntraID (User and group management, Enterprise App registrations)

• Experience managing MS Endpoint Manager / Intune, including application packaging and conditional access

• involvement in large scale projects / roll outs - preferably cloud involvement

• Extensive knowledge of Microsoft Windows domain environments(User and Group Management, Group Policies)

• Extensive knowledge of Windows 10 /11

• Excellent verbal and written communication skills

• Ability to multitask under pressure, ensuring service delivery is maintained

• Incident management of business critical systems

Desirable

• Microsoft Power tools (Powershell / Automate)

• SharePoint and OneDrive administration.

• Experience using and writing queries in Splunk

• JAMF or similar MAC estate management tool

• Experience of desktop virtualisation (Citrix virtual apps and desktops, Azure Virtual Desktops)

• Technical understanding, preferably admin, of Telephony Systems (Teams Direct Routing, etc)

• MCSE / MCITP / CCNA or equivalent certification

CMC Markets is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.