Trading Application Support

2 months ago


Guildford, United Kingdom eFinancialCareers Full time

**Benefits** - Trading Application Support
- 25 days basic annual leave, increasing with length of service
- Paid days off on your birthday, a house move, and your wedding.
- Buy/sell holiday trading scheme
- 2 days’ paid charity leave per year
- 4% matching pension scheme
- Cycle to Work scheme
- Payroll Giving charity donation scheme
- Company-paid healthcare cash plan
- Company Share Options scheme

**Description of Duties**:

- Trading Application Support

The position of Trading Application Support consists of two main roles:

- Providing Meta Quotes MT4/MT5 software support to clients.
- Updating and maintenance of the products installed on clients’ servers.

**Key Responsibilities** - Trading Application Support
- Provide technical support to clients by:

- Troubleshooting software issues and addressing client queries.
- Implementation, configuration, and management of both in-house and partner software (MT4/MT5 Server, Domain Time, Nagios, etc.).
- Implementing and checking changes to client server software.
- Using software to log and track client queries/incidents.
- Maintain and contribute knowledge base articles.
- Following documented procedures to ensure standards and SLAs are met.

**Provide internal support to the team by** - Trading Application Support
- Collaborating with colleagues to troubleshoot both internal and client hardware/software issues.
- Work in partnership with the Operations team to deliver new products and product upgrades to clients.
- Assisting the team with any incident escalations to Development and ensure that clients are kept updated on any outstanding issues.
- Suggest continual service improvements within the team.
- Ability to work together with the team to ensure constant support desk cover as necessary.

**Skills and Qualifications** - Trading Application Support
- Be able to follow strict internal processes with a high degree of accuracy.
- Have excellent written and verbal communication.
- Have previous experience in a client-facing role (preferably support).
- Have a logical and detailed approach to problem solving.
- Have a strong technical mindset with an interest in software.
- Be a fast learner with the ability to absorb new information quickly.
- Have strong inter-personal skills, able to communicate with a diverse range of customers with varying levels of technical understanding.
- Have a positive attitude and be able to persevere through challenging tasks to see them through to completion.
- Have experience or understanding of hardware, software and Microsoft Windows Server operating systems and their maintenance.
- Have knowledge and understanding of the FIX protocol.
- Have a basic understanding of ITIL (Service Management module).

**Working Hours** - Trading Application Support
- 37.5 hours per week; 7.5 hour day with flexible start time.
- WFH 4 days per week.



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