IT Support Engineer

Job Description

Overview:

We are seeking a proactive and technically skilled IT Support Engineer to serve as the primary on-site technical point of contact for our client, supporting trading technology systems. The ideal candidate will combine strong technical proficiency with excellent client-facing and problem-solving abilities.

Key Responsibilities

On-Site Technical Support:

Act as the primary technical representative for the client, delivering hands-on, on-site support across all trading technology platforms.

System Monitoring Maintenance:

Continuously monitor system health and performance to ensure optimal operation. Perform routine maintenance, software updates, and configuration adjustments as needed.

Troubleshooting Issue Resolution:

Diagnose, analyse, and resolve technical issues efficiently. Escalate complex problems to specialized internal teams and coordinate to ensure prompt resolution.

Incident Management:

Respond to client incidents and service requests within defined SLAs, following established incident management protocols. Accurately document all incidents and resolutions.

Client Relationship Management:

Build and maintain strong client relationships, understanding business needs and providing proactive technical guidance. Serve as a trusted advisor to ensure smooth system operations.

System Enhancements Upgrades:

Collaborate with the development team to deploy enhancements and upgrades. Participate in testing and validation to ensure seamless implementation.

Training Knowledge Sharing:

Conduct technical training sessions for client teams to enhance system understanding. Share best practices and technical insights internally and with the client.

Requirements

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline (or equivalent practical experience).

Technical Skills:

• Strong knowledge of Microsoft 365, Azure, Endpoint Management, and Device Deployment.

• Experience with AV troubleshooting and general IT support best practices.

Experience:

• Minimum 1–2 years of relevant on-site technical support experience, preferably within the financial services sector.

Key Competencies:

• Analytical Problem-Solving Skills: Ability to identify root causes, manage high-pressure issues, and implement effective solutions.

• Communication: Excellent verbal and written skills, with the ability to translate technical details into clear business terms.

• Client Orientation: Strong commitment to delivering superior service and anticipating client needs.

• Adaptability: Flexible and resourceful in a dynamic, fast-paced environment.