Application Support Engineer Graduate

Application Support Engineer Graduate

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