Application Support Engineer II

5-7 years
15 days ago 1 Applied
Job Description

Job Description:

The Application Support Engineer II is a part of the support team which covers both Level 1 and Level 2 responsibilities. Mainly responsible for monitoring and maintaining the Centroid system across multiple client setups. Handling internal tasks and testing. The role is expected to handle more complex issues or concerns. Additionally, the job requires planning, deployment and ongoing maintenance of Centroid products and services.

  • Mainly responsible for monitoring and maintaining the Centroid Bridge, Hosting, and Risk Management (RMS) across multiple client setups.
  • Handle all day-to-day clients technical queries and work closely with clients and be on the front-line for any inquiry via email, chat and phone in a timely manner.
  • Investigate and resolve clients issues that are related to trading, system setups, and configurations.
  • Addresses and resolves complex incidents and requests.
  • On-boarding new clients from planning, information gathering, following up, handover and continuous post go-live maintenance and support.
  • Provide training calls and assistance to new onboarding clients.
  • Work in a shift rotation with night shift and Sundays for the Market Open duties.
  • Providing guidance and training to Level 1 team to resolve issues efficiently and understand clients concerns or requests.
  • Testing of new system features and catching potential bugs for further system improvement.
  • To perform conformance testing or UAT with clients integrating to Centroid and LP where centroid is integrating with.
  • Documenting and updating knowledge wiki or updating any existing internal wiki for support team to handle recurring issues or concerns.
  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
  • Collaborate with other department such as Development team, Network team, and Operations through multiple internal channels.
  • Handling internal task, weekend task, and taking on-call schedule for emergency issues.
  • Escalating issues and reporting to Senior Support or Head of Support, if needed.


Qualifications:
  • Excellent verbal and written communication skills.
  • 5 years of experience in client-facing application support
  • Basic knowledge of Networking and TP/IP
  • Basic knowledge of SQL
  • Desire to acquire new skills
  • Ability to work as part of a team
  • Experience in handling a small team or becoming a shift lead
  • Understanding of the financial markets
  • Experience supporting clients in the financial industry
  • Experience in trading platforms (MT4, MT5, etc)
  • Knowledge or Exposure to FIX Protocol
  • Previous experience working for technology provider, brokerage firms back or middle office

JOB TYPE

Function

Skills

Sql
client-facing application support
technology provider
brokerage firms back

Founded in 2006, we pioneered a new way of offshoring. This model involves setting up an overseas division of your company and getting a local specialist to handle facilities, IT, labor laws, recruitment and HR, while you retain control over quality and productivity. Today, we&#8217&#x3B;re still one of the largest and most experienced offshoring providers in the Philippines, with 400+ active clients and 6,000+ employees. We operate within purpose-built, class-A facilities that are strategically located for access to Manila&#8217&#x3B;s most talented people. We&#8217&#x3B;re backed by our Australian parent company, Probe and we&#8217&#x3B;re ISO certified.

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