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Trade Support Engineer

McCabe & Barton London, United Kingdom
Posted 6 days ago Hybrid Permanent £60k - £80k
L
Posted by
Le Nguyen
IT Recruiter

Our client is a startup company who is a digital derivatives trading platform. The headquarters are in London, near Monument Station. They are looking for Infrastructure Engineer/Trade Support Engineer to join the teams. Permanent, salary is up to £80k or match your expectation + bonus and other benefits, 4 days in office.

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 application-level support to the Exchange platform: 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 connectivity issues using industry-standard tools, PCAP, Wireshark, etc.
  • Provide assistance with client onboarding to the Exchange platform, working with internal teams to get the client up and running and resolving any issues. Be the primary interface to the client at all times.
  • Involvement in end-of-day settlement process and Back Office functions. 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 developing self-help resources specific to these areas.
  • Provide support for 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 customer feedback on issues relating to 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.

Requirements:

  • 3-year support experience in a financial organisation ideally banking.
  • Strong working knowledge of FIX protocol (4.0/4.4 and above)
  • Troubleshooting Application Services, including API issues.
  • Troubleshooting exchange connectivity issues
  • Strong problem-solving and communication skills.
  • Good client focus and appreciation of Customer Experience Able to multi-task efficiently and work under time pressure Familiarity with ITIL working practices.
Job ID  Trade Support Engineer
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