Level 1 Support Engineer (Markets)

Overview

Purpose of the role
The Level 1 Support Team provide critical front-line support for all client enquiries. The Level 1 Support team are responsible for performing the initial technical triage on inbound support requests. They will also create and assign support cases into the Level 2 operational support teams. This is a client-facing role with a high level of client interaction and the individual will be responsible for delivering a high quality of service and support. The ideal candidate will have a demonstrated interest in technology and finance.
 

 

Responsibilities and duties (include but not limited to)

  • Provide Level 1 troubleshooting and diagnostics to resolve issues (network/systems/application) or escalate into the necessary Level 2 support teams for resolution.
  • Acknowledge and resolve clients enquiries and issues within the prescribed Operational Level Agreement (OLA).
  • Engage the relevant Subject Matter Experts so they see the issue through to successful resolution.
  • Record all issues within a case management system. Manage formal communications to clients and internal business stakeholders.
  • Foster open communication between team members, peer team members, and managers to bring forward ideas on how they can collectively deliver more effective service.
     


 

Education, Skills and Background (incl. Education and Experience Requirements)

  • 2 + years’ experience in a similar customer facing role.
  • Experience in either a trading environment or a similar financial technology company.
  • An understanding of the infrastructure components required for electronic trading and market connectivity, desirable skillset being:

Trading and Market Data services

Data Centre Operations

Telco management including WAN connectivity

FIX protocol

High level network protocols e.g., UDP/TCP.

  • Understanding of Financial Markets (Equity, Futures, Options).
  • Excellent verbal and written communication skills to effectively manage the customer relationship.
  • Strong process discipline in adherence to process and procedures.
  • Ability to work constructively together as part of a team, sharing ideas and resource.
  • Basic networking qualification such as CCNA.


 

Desirable Skills

  • ITIL certification.
  • Working knowledge of Linux & Windows systems, network configuration, and general troubleshooting is highly desirable.
     


 

Attributes

  • Motivated and committed to excellence. Organised, methodical, and detail oriented.
  • Good interpersonal skills, especially with clients.
  • Ability to proactively engage the required resources to ensure the client expectation is exceeded in a timely manner.
  • Results-oriented, dedicated and ability to work on own initiative and as team player, attention to detail and ability to deliver to tight deadlines.
  • Can quickly grasp and learn new technologies.
  • Ability to remain calm and professional while dealing with client-related issues.
  • Ability to clearly explain complex technological concepts to a non-technical audience.

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers