Service Desk Engineer

Summary of role

Working as part of a global 24/5 Service Desk, you will be the first point of contact for all TradingHub clients as well as internal users, and the first point of escalation for the 1st line engineers. You will take and resolve escalations from the 1st line team, and escalate to the product support teams where required. You will be required to triage and assign support tickets in the absence of 1st line.

You will have experience and a good understanding of SQL, as well as being a problem solver with an eye for detail and desirably come from a finance background. You will be required to provide a superior service to our clients creating an unbeatable customer experience.

Responsibilities
  • Provide 2nd line application support to TradingHub clients
  • Provide 2nd line desktop support to internal users
  • Batch run monitoring
  • Logging support tickets via telephone and email to a high standard
  • Meet strict service level agreements (SLAs)
  • Effective ticket management
  • Point of escalation for 1st line
  • Ticket handovers between different regions
  • Emergency cover for other regions when required (ample notice will be provided)
Requirements
  • Must be able to speak English
  • Must have good understanding and experience with SQL
  • Must be able to write and test code
  • Exceptional verbal and written communication skills
  • Experience working within a Service Desk role providing 2st line support
  • Experience providing application support
  • Basic knowledge and understanding of programming languages
Desirable
  • Knowledge of virtualisation and networking technologies
  • Office365 administration
  • Azure Active Directory administration
  • Windows 10 configuring and troubleshooting
  • Hardware diagnosis and configuration
  • Working to strict SLAs and OLAs
  • Experience working within an ITIL environment
  • Working within a service desk providing 24 hour support
  • The ability to speak an Asian language

If this is of interest to you please send a covering letter and a cv to careers@tradinghub.com TradingHub is committed to providing equal opportunities and supporting diversity in employment. Diverse teams are the best teams.

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