On-Site Technical Support Engineer

Options Technology•Houston, TX

1d•Onsite

About The Position

Join the Options Technical Support Team! Working for Options, developing and engaging our people is a strategic priority for our business. We are looking for talented individuals to join our team and contribute to Options’ future growth and success. We want to hear from candidates that are motivated, self-driven and have a passion to learn and develop their skills in the world of financial technology. Options is the largest global financial technology company headquartered in Belfast. We are at the forefront of banking and trading infrastructure, serving clients globally with offices in New York, Chicago, Toronto, London, Cambridge, Paris, Hong Kong, Tokyo, Singapore, and Auckland. At Options, our services are woven into the hottest trends in global tech, including high-performance Networking, Cloud, Security, and AI (Artificial Intelligence).

Requirements

Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
Minimum of 1-2 years of experience in a similar role within the financial services industry, providing on-site technical support and troubleshooting.
Ability to analyse complex technical issues, identify root causes, and propose effective solutions.
Strong troubleshooting and diagnostic skills with the ability to handle high-pressure situations calmly.
Excellent verbal and written communication skills with the ability to convey technical information clearly and concisely.
Strong interpersonal skills to build relationships with clients and collaborate effectively with cross-functional teams.
Demonstrated ability to understand and fulfil client requirements while providing exceptional customer service.
Proactive in anticipating client needs and exceeding their expectations.
Ability to thrive in a fast-paced and dynamic environment.
Willingness to adapt to changing priorities and take on additional responsibilities as required.
Strong research, writing and communication skills.
Exceptional organisational skills and strong attention to detail.
Ability to work independently and manage your own projects in a professional manner.
A passion for innovation and the financial technology sector.
Project management skills and proven ability to manage own workload.

Nice To Haves

Strong knowledge of 365, Azure, Endpoint Management, Device Deployment.
AV troubleshooting.
Desire to travel and see the world.
CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or similar certifications are advantageous but not required.

Responsibilities

Serve as the primary technical point of contact for the client, providing on-site support for all options trading technology systems.
Monitor the health and performance of internal systems, ensuring that they are operating optimally.
Conduct regular maintenance activities, including software updates and configuration changes, to keep systems up to date.
Diagnose and resolve technical issues. Escalate complex problems to appropriate internal teams and coordinate with them to find timely solutions.
Respond to incidents and service requests raised by the client, adhering to defined service level agreements (SLAs) and following established incident management processes. Document incidents and their resolutions accurately.
Build and maintain strong relationships with key client stakeholders, understanding their requirements and proactively addressing their concerns. Serve as a technical advisor to the client.
Collaborate with the Options Technology development team to implement system enhancements and upgrades. Participate in testing and validation activities to ensure smooth deployment.
Conduct training sessions for the client's technical staff to enhance their understanding of the options trading systems. Share technical knowledge and best practices with both internal teams and the client to foster continuous improvement.