Enterprise Application Support jobs in Sydney NSW

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