End User Support Engineer

About the role

Millennium's Information Technology organization supports its multi-manager business model with flexible, scalable technology and advanced proprietary systems. The IT Infrastructure team keeps the technology environment running reliably for employees and business activities. This role delivers professional technical support to end users and runs daily helpdesk operations.

Key responsibilities

• Deliver high-quality, courteous and professional technical support to end users, resolving issues promptly.
• Support daily helpdesk operations, including telephone coverage and timely ticket assignment and progression.
• Identify high-priority incidents and manage them according to escalation processes.
• Troubleshoot and resolve technical issues with a logical, methodical approach.
• Use AI technologies to identify and drive improvements to end-user services, staying current on AI developments.
• Develop and maintain technical documentation and share knowledge to strengthen team capability.
• Identify process gaps and recommend and support enhancements to procedures and infrastructure automation.
• Contribute to local, regional and global IT projects and support the wider team's day-to-day work.

Required profile

• At least three years of enterprise IT support experience; experience supporting a financial-services environment and trade floors is preferred.
• Strong troubleshooting, analytical and problem-solving skills, able to assess situations quickly and adapt.
• Excellent written, verbal, interpersonal and customer-service skills, with tact and diplomacy for a wide range of users.
• Ability to work independently and collaboratively in a fast-paced environment, prioritise competing demands and manage time effectively.

Required skills

• Proficiency in developing and refining AI prompts, with experience using AI agents to automate repetitive work or generate business insights.
• Working knowledge of Microsoft Windows and Windows infrastructure (DNS, DHCP, TCP/IP, Microsoft Office, Citrix, RSA, Bloomberg, printing).
• Knowledge of PC hardware, technical standards, remote-user support and mobile technologies (BES, Microsoft Intune, Android, iOS).
• Experience supporting Cisco IP phones, Webex video conferencing and ITIL-based service management; ITIL certification is a plus.