Graduate / Junior Tech Support Engineer

1 day ago


Guildford, United Kingdom eFinancial Careers Full time

The junior role, we are expecting either a fresh graduate with the right soft skills (strong communication skills, customer service mentality, logical problem solver) as well as some of the more basic elements of the technical skills (aptitude for solvingsoftware issues, experience with some of the more general software e.g. MS Office, ideally some experience in a client-facing software support role).

**Description of Duties**:(Graduate / Junior Tech Support Engineer)

The position of Technical Support Engineer consists of two main roles:

- Provide MetaQuotes MT4/MT5 software support to clients.
- Updating and maintenance of the products installed on clients’ servers.

**Key Responsibilities: **Graduate / Junior Tech Support Engineer
- 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.
- Regularly communicating with clients.
- Provide internal support to the team by:

- 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: **Graduate / Junior Tech Support Engineer

You will:

- Have excellent written and verbal communication.
- Be able to follow strict internal processes with a high degree of accuracy.
- 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.

**You should ideally: **Graduate / Junior Tech Support Engineer
- Ideally a recent grad with a financial or technical related degree or 1-2 years industry experience
- Ideally Have a financial services background or experience (preferably in the FX markets).
- Ideally Have knowledge and understanding of the FIX protocol.
- Ideally Have a basic understanding of ITIL (Service Management module).

**Working Hours & Location: **Graduate / Junior Tech Support Engineer
- 37.5 hours per week; 7.5 hour day with flexible start time.
- WFH up to 3 days per week.
- Guildford



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