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Junior Support Engineer - London

We are seeking a Junior Support Engineer to join our team at GFO-X, the UK's first regulated and centrally cleared trading venue dedicated to digital asset derivatives.

You will be part of a dynamic and experienced team bringing the features of traditional derivative markets to the rapidly expanding digital asset arena. GFO-X will lead in the new era of regulated trading venue that trade 24/7.

Reporting to the Team Lead, the successful candidate will participate in the daily operations of our globally distributed technical support team. They will be expected to deliver exceptional support to exchange participants through phone and email.

Responsibilities:

• Provide 1st and 2nd line technical support: Respond to customer inquiries and issues promptly via various channels such as email, phone, or chat diagnose the problem effectively.
• Troubleshooting issues related to FIX protocol, application support, hardware, software and APIs.
• Document and track customer interactions: Maintain accurate records of customer interactions, including issues, resolutions, and any additional follow-up actions. Update internal knowledge base and contribute to the development of self-help resources specific to these areas.
• Provide support where needed for GFO-X trading venue participants and internal business customers.
• Hardware support: Provide technical assistance and troubleshooting for hardware components, including where necessary workstations, servers, and networking equipment. Collaborate with the wider IT team to ensure hardware configurations are optimized for performance and security.
• Collaborate with the infrastructure and development team: Provide feedback from customers on issues relating, FIX protocols, application support, hardware, and API enhancements or bug fixes to the development team. Participate in testing and quality assurance efforts to ensure the stability and reliability of these components.
• Work in accordance to defined Support SLA’s and KPI metrics.
• Work with the team lead to Continuously improve support processes: Identify areas for process improvement specific to FIX protocols, application support, hardware, and APIs, and suggest proactive solutions to enhance the overall customer support experience. Collaborate with the team to develop best practices and implement standardized support procedures.

Requirements:

• 1- 3 year support experience in a financial organisation ideally banking.
• Working knowledge of FIX protocol
• Troubleshooting Application Services including API issues.
• Strong problem solving and communication skills.
• Good client and focus and appreciation of Customer Experience
• Able to multi-task efficiently and work under time pressure
• Familiarity with ITIL working practices.
• Respectful of the organisation culture and values
• Bachelor’s Degree or Equivalent industry experience a plus
• Experience of supporting IT projects and workstreams a plus

This role is to be based in our London Headquarters. GFO-X is an equal opportunities employer committed to diversity and inclusion. Competitive benefits included.