Application Support Analyst

An exciting opportunity has arisen for a Application Support Engineer to join our UK Support Team in Guildford, Surrey. Working with other members of the Support team, the successful candidate will ensure continuity of services for all clients globally, resolving technical issues as they arise.

Benefits Application Support Engineer

• 25 days basic annual leave, increasing with length of service
• Paid days off on your birthday, a house move, and your wedding.
• Buy/sell holiday trading scheme
• 2 days paid charity leave per year
• 6% Company pension contribution
• Cycle to Work scheme
• Payroll Giving charity donation scheme
• Company-paid healthcare cash plan
• Company Share Options scheme
• Free on-site parking
• 37.5 hours per week; 7.5 hour day with flexible start time.
• WFH up to 2 days per week.
• My client are an equal-opportunities employer. All applicants will receive consideration for employment without regard to race, gender, religion, sex, sexual orientation, gender identity, national origin, disability or age.

My client is a global FinTech (financial technology) firm and one of the worlds leading software systems integrators to the international retail foreign exchange and crypto market. An award-winning innovator, my client has developed a number of industry-first products to help improve the capabilities of retail brokers and banks across the globe.

• Providing production application support to clients (software plus MetaQuotes MT4/MT5 and potentially other platforms).
• Maintenance/upgrades of products (and others) on client servers.

• Provide technical support to clients by:
• Troubleshooting software issues and addressing client queries.
• Implementing, configuring, and managing both in-house and partner software (Windows, MT4/MT5 Server, Domain Time, Nagios, etc.).
• Implementing, tracking 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.
• 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.
• Escalating incidents to the Development team and ensuring that clients are kept updated.
• Suggesting continuous service improvements.
• Working with the team to ensure constant support desk cover as necessary.

• 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 and colleagues with varying levels of technical understanding.
• Positive attitude and willingness/ability to see challenging tasks through to completion.

• Experience or understanding of hardware, software and Microsoft Windows Server and Linux operating systems and their maintenance.
• Previous experience in a client-facing role (preferably support).
• Bachelors degree (or equivalent).
• Financial services background or experience (preferably in the FX markets).
• Understanding of ITIL (Service Management module).