Technical Support Engineer, Australia

Gold-i is one of the world’s leading software systems integrators to the global retail Forex market.  A multi-award winning company, having received the Queens Award for enterprise innovation, Gold-i is constantly striving for success and to continually disrupt the market with new and exciting products.

As well as offering 24/7 support service, Gold-i support their clients through a suite of software, enabling brokers to reduce their risk via connection to external liquidity through the class leading Gold-i Bridge/Matrix 2.0, post trade and regulatory reporting software through the Gold-i Link and Gold-i RiskDB Pro, and many more exceptional products such as the Gold-i Matrix 1.0/1.1.  Gold-i have been able to attract some of the most prestigious brokers across the globe by offering solutions to address key business needs such as reducing trading risks, increasing profitability, increasing customer retention and differentiation.

Due to continued expansion, a large increase in global client base and a planned expansion in their class leading Matrix product suite, Gold-i are looking to recruit a Technical Support Engineer join their Support department.  Preferably with previous experience in a client facing or support role within the Information Technology and/or Software Testing industry.

Description of Duties

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

=         Providing Gold-i and MetaQuotes MT4/MT5 software support to clients.

=         Updating and maintenance of the Gold-i products installed on clients’ servers.

Key Responsibilities

Provide technical support to clients

  • Troubleshooting software issues and addressing client queries.
  • Implementation, configuration and management of both in-house and partner software (MT4/MT5, Double Take backup solutions, etc.).
  • Provide out of hours, on-call support to clients on an emergency basis (based on a team rota).
  • Prepared to perform weekend overtime work to deploy upgrades and rollouts, or check work untaken, remotely (based on a team rota).

Build and manage key relationships with clients

  • Communicating remotely with clients (telephone, helpdesk system, Skype, Team Viewer).
  • Providing direct, on-site client support (when required).
  • Prioritising support call responses and resolutions adhering to client SLAs.
  • Working closely with development to troubleshoot and resolve client issues (when required), keeping the client informed of all progress.

Build upon the business and technical knowledgebase of support issues

  • Helpdesk software (Web Help Desk).
  • Gold-i Wiki.
  • JIRA Development tracking system.
  • Maintaining and improving the help desk system.
  • Identifying opportunities to reduce client necessity for support (i.e. improving documentation, self-help FAQs, ideas for software development, client training, etc.).

Provide internal support to the team

  • Collaborating with colleagues to troubleshoot both internal and client hardware/software issues.
  • Suggest continual service improvements within the team.
  • Ability to work together with the team to provide constant support desk cover as necessary.

Skills and Qualifications

Essential

  • Excellent written and spoken English
  • Previous experience in a client-facing role (preferably support)
  • Works well under pressure and/or to strict time schedules
  • Able to work within defined, documented procedures for audit and compliance purposes
  • Ability to work semi-autonomously without strict supervision
  • A solid problem solving mentality
  • Good understanding of hardware, software and Microsoft Windows operating systems and their maintenance

Desirable

  • Native Mandarin
  • Two (2)+ years’ experience in a client-facing support role
  • University level Bachelor’s Degree (or equivalent)
  • Financial services background or experience (preferably in the FX markets)
  • Knowledge of the FIX protocol (4.2, 4.4 and 5.0)
  • Knowledge and or experience of the MetaQuotes MT4/MT5 platforms
  • Basic understanding of ITIL (Service Management module)

Benefits

  • 25 days Annual leave
  • 2 days of paid leave for charity work
  • Holiday trading policy
  • Superannuation Scheme at 9.5%