Specialist - EUC

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!

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.

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.

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 automation

Desirable - macOS & Linux

Core Competencies & Attributes

• Customer-first mindset— patient, approachable, and professional with users of all technical levels.
• Analytical and methodical problem-solver— able to isolate root causes and resolve issues systematically.
• Strong written and verbal communication in English— required for cross-regional coordination.
• Automate-everything attitude— seeks efficiency through scripting and process improvement.
• Ownership and accountability — takes tickets through to resolution; does not drop issues.
• Service level awareness — understands the importance of SLA compliance and works to improve first-contact resolution rates.
• Fluency in English — both written and spoken — is required.

Work Schedule & On-Call:

• Based on follow-the-sun coverage needs, work schedules may need to adjust throughout the year during daylight savings time; shift starting times may be as early as 7AM SGT and working days will be either Monday – Friday or Wednesday – Sunday.
• This role requires participation in on-call rotations to support 24x7 production systems.
• Weekend maintenance windows and capacity testing events are expected periodically.

Cboe Global Markets (Cboe: CBOE) is one of the world's largest exchange holding companies, offering cutting-edge trading and investment solutions to investors around the world. Cboe offers trading across a diverse range of products in multiple asset classes and geographies, including options, futures, U.S. and European equities, and FX markets. Cboe is the home of volatility trading, and the VIX Index is the world's barometer for equity market volatility.

#LI-CS

Cboe Global Markets is an Equal Opportunity Employer.

Any communication from Cboe regarding this position will only come from a Cboe recruiter who has a @cboe.com email or via LinkedIn Recruiter. Cboe does not use any other third party communication tools for recruiting purposes.