Graduate/Placement Technical Support Engineer

About the role

As a , you will embark on a dynamic journey within the financial technology sector. This role is designed for recent graduates or those in the final stages of their studies who are eager to apply their technical knowledge in a practical environment. You will be part of a team that provides essential support to our clients, ensuring that their technical issues are resolved efficiently and effectively. This position offers a unique opportunity to gain hands-on experience in a fast-paced industry while working alongside seasoned professionals.

Key facts

What you'll do

• Provide first-line technical support to clients, addressing inquiries and resolving issues related to our software and systems.
• Troubleshoot and diagnose technical problems, utilizing a variety of tools and techniques to identify root causes.
• Collaborate with the engineering team to escalate complex issues and contribute to the development of solutions.
• Assist in the onboarding process for new clients, ensuring a smooth transition and setup of our systems.
• Create and maintain comprehensive documentation of support processes, frequently asked questions, and troubleshooting guides.
• Participate in regular training sessions to stay updated on product features and industry best practices.
• Monitor system performance and client feedback to identify areas for improvement and suggest enhancements.
• Engage with clients through various communication channels, including email, phone, and chat, to provide timely and effective support.
• Analyze support metrics and prepare reports to track performance and identify trends in client issues.
• Contribute to team meetings by sharing insights and suggesting strategies to improve the overall client experience.
• Assist in testing new software releases and updates, providing feedback on functionality and usability.
• Foster strong relationships with clients, ensuring they feel valued and supported throughout their experience with Optionsit.

Requirements

• A degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Strong problem-solving skills with the ability to think critically and analytically under pressure.
• Excellent verbal and written communication skills, with a focus on providing clear and concise information to clients.
• Familiarity with software troubleshooting and technical support processes.
• Basic understanding of networking concepts and operating systems, particularly Windows and Linux environments.
• Ability to work independently as well as collaboratively within a team.
• A proactive attitude towards learning and adapting to new technologies and processes.
• Experience with customer service or technical support roles is a plus.
• Willingness to work flexible hours, including occasional evenings or weekends, to accommodate client needs.

Nice to have

• Knowledge of financial markets and trading systems is advantageous.
• Experience with ticketing systems and customer relationship management (CRM) tools.
• Familiarity with scripting languages such as Python or Bash for automation tasks.
• Previous internship or placement experience in a technical support or engineering role.
• Certifications in relevant technologies or methodologies (e.g., ITIL, CompTIA A+) are a bonus.

Skills & tools

• Proficiency in using support tools and software for issue tracking and resolution.
• Familiarity with remote desktop tools and support software.
• Basic knowledge of database management and SQL is beneficial.
• Understanding of cloud technologies and services, particularly those relevant to financial services.
• Strong organizational skills to manage multiple tasks and priorities effectively.

Practical notes

• This position is based in New York, New York, and offers a competitive salary commensurate with experience.
• Optionsit is committed to fostering a diverse and inclusive work environment, welcoming applicants from all backgrounds.
• Visa sponsorship may be available for qualified candidates, depending on individual circumstances.
• Interested candidates can apply through the following link: [Optionsit Careers](https://optionsit.bamboohr.com/careers/59).
• The ideal candidate will be enthusiastic about technology and eager to contribute to a collaborative team environment.

Join Optionsit as a Graduate/Placement Technical Support Engineer and take the first step in your career while making a meaningful impact in the world of financial technology. We look forward to your application!