Application Support Engineer
Working with other members of the global Support team, the successful candidate will ensure continuity of services for all Gold-i clients, resolving technical issues as they arise
Gold-i is a global FinTech firm and one of the world’s leading software systems integrators to the international retail foreign exchange market. An award-winning innovator, Gold-i has developed a number of industry-first products to help improve the capabilities of retail brokers and banks across the globe.
Description of Duties
The position of Application Support Engineer consists of:
- Providing production application support to clients (Gold-i software plus MetaQuotes MT4/MT5).
- Maintenance/upgrades of the Gold-i products installed on clients’ servers.
- Taking part in events in Australia and APAC region.
- Client visits in Australia and APAC region.
Key Responsibilities
- Provide technical support to clients by:
- Troubleshooting software issues and addressing client queries.
- Implementing, configuring, and managing both in-house and partner software (MT4/MT5 Server, Domain Time, Nagios, etc.).
- Implementing and checking changes to client server software.
- Logging and tracking client queries/incidents.
- Writing and maintaining knowledge base articles.
- Ensuring standards and service level agreements (SLAs) are met.
o Regularly communicating with clients.
- Provide internal support to the team by:
- Collaborating with colleagues to troubleshoot both internal and client issues.
- Working in partnership with the Operations team to deliver new products and upgrades to clients.
- Assisting the team with incident escalations to Development and ensuring that clients are kept updated.
- Suggesting continual service improvements.
- Working with the team to ensure constant support desk cover as necessary.
- Maintaining and upgrading client systems on client servers.
- Attending client sites where necessary.
Skills and QualificationsEssential:
· Excellent written and verbal communication.
- Ability to follow strict internal processes with a high degree of accuracy.
- Logical and detailed approach to problem solving.
- Strong technical mindset with an interest in software.
- Ability to absorb new information quickly.
- Strong inter-personal skills, ability to communicate with a diverse range of customers with varying levels of technical understanding.
- Positive attitude and willingness/ability to see challenging tasks through to completion.
Desirable but not essential:
- Experience or understanding of hardware, software and Microsoft Windows Server operating systems and their maintenance.
- Previous experience in a client-facing role (preferably support).
· Bachelor’s degree (or equivalent).
· Financial services background or experience (preferably in the FX markets).
· Understanding of ITIL (Service Management module).
Working Hours & Location
· Based in Sydney
· Fully remote working (working from home), with a possibility of office work in the future.
· 37.5 hours per week; 8am – 4:30pm, Monday to Friday
Pay: $70,000.00 – $75,000.00 per year
Benefits:
- Health insurance
- Work from home
Work Location: Remote
