Specialist - EUC

Benefits

Additional Information

Job Description Building trusted markets - powered by our people At Cboe Global Markets, we inspire our people to solve complex challenges together because what we do matters. We provide the financial infrastructure that powers the global economy. As a leading provider of market infrastructure and tradable products, Cboe delivers cutting-edge trading, clearing and investment solutions to market participants around the world. We are building meaningful ways to support professional and personal development while strengthening the trust we have earned as a global market leader. Our teams are empowered to share ideas, actively pursue them and bring on a challenge. As champions of internal mobility and access to opportunity, we encourage our people to go for it and equip our managers with the training to coach their teams to the next level. Sound like the place for you? Join us! Role Overview EUC Specialists are trusted technology partners who deliver professional support across a wide range of end-user computing needs. They manage and prioritize work queues to meet service level agreements (SLAs), proactively identify training needs, and contribute to continuous improvement initiatives. EUC Specialists are subject matter experts in one or more domains such as Mobility, Identity & User Management, Collaboration, Hardware, Software, and Procurement. The Singapore-based EUC Specialist serves as the primary on-the-ground technology support resource for Cboe staff in the APAC region. This individual is responsible for delivering timely, high-quality end-user support within a globally coordinated follow-the-sun service model, ensuring Cboe employees have the tools, access, and technology they need to operate effectively. The EUC Specialist works closely with global Infrastructure and Security teams and must be capable of working independently with minimal supervision while maintaining a high standard of customer service. Major Job Duties End-User Support & Incident Resolution: Serve as the primary point of contact for all end-user hardware and software issues, including Microsoft Surface, Dell, and Apple workstations and laptops; Windows, macOS, and Linux operating systems; VMware Horizon and virtual desktop environments; Office 365 and MS Office Suite; mobile devices, desk phones, headsets, webcams, and video conferencing systems; printers, copiers, and all Cboe-procured software and remote access tools. ITSM Ticket Management & SLA Adherence: Manage and prioritize the Jira queue to ensure all incidents and service requests are handled within defined SLA targets. Document all work accurately in the tickets, maintain clear status updates, and escalate issues that exceed resolution thresholds. Contribute to reporting and identify recurring issues to drive reduction in ticket volume. Operational Tasks & Asset Management: Manage hardware and software asset tracking. Set up new users and onboarding support. Administer virtual desktops, deploy software, execute patching and break/fix support, and perform Active Directory (AD) and Entra ID management. Provide onsite and remote support across Cboe Global Markets. User Communication & Training: Train users on technology tools and communicate system changes clearly. Proactively identify training needs and develop materials or programs to address them. Promote technology adoption and help users of all technical abilities get the most from Cboe systems. Escalation & Cross-Team Collaboration: Act as the local escalation point for APAC end-user issues, triaging and escalating complex problems to global Infrastructure, Security teams as appropriate. Maintain clear communication with remote teams during escalations and ensure issues are tracked through to resolution. Participate in post-incident reviews for significant end-user impacting events. Project & Team Contributions: Participate in EUC-related projects and initiatives. Recommend and support internal training programs. Mentor junior team members and assist in complex issue resolution. Promote a collaborative and service-driven team culture. Automation & Process Improvement: Identify repetitive manual tasks and recommend automation or scripting solutions (e.g., PowerShell, Python) to improve team efficiency. Contribute to the continuous improvement of EUC processes, runbooks, and knowledge base articles. Leverage AI tools to enhance service delivery and response quality, where possible. The Ideal Candidate Has: Bachelor's Degree: Information Technology, Computer Science, or a related discipline (preferred but not required for highly experienced candidates). EUC / Helpdesk Support 3+ years - Microsoft Windows 11 & Office 365 3+ years - Active Directory & Entra ID (incl. Group Policy, Security Groups) 2+ years - Virtual Desktop (VMware Horizon or equivalent) 2+ years - Hardware break/fix (Surface, Dell, Apple) 2+ years - Windows Server, DNS, DHCP Desirable - Working knowledge of PowerShell or scripting for auto