We are hiring an Application Support Engineer for our new office in Dubai. We are inviting applicationsfrom experienced professionals interested in working in the financial technology sector.Candidates must have studied Computer Science, Engineering, Information Technology or a closelyrelated field. Training will be provided, however a “can do” attitude and an ability to learn quickly iscrucial.The Application Support Engineer is responsible for providing support to clients and responding to,investigating, and resolving client queries. Client facing experience is mandatory, with corporate orinstitutional experience. The role involves supporting in-house bespoke trading systems software, andMetaTrader 4 server. The role includes working on multiple projects and requests simultaneously, as partof a team of Application Support engineers.The role is based in our Dubai office, working in a team of Application Support Engineers in Dubai who arepart of a larger global team, reporting to the Team Manager for the Dubai Application Support team on afrequent basis, and to the Global Head of Support on a periodic basis. Our office is at Fortune Tower,Cluster C, Jumeriah Lake Towers (JLT), Dubai.
Main tasks and responsibilities
Understand and carry out requests and requirements from Relationship Managers and clients.
Handling day to day ticket queries and internal tasks. New client on-boarding and modifications to existing client setups.
Able to discuss and present setup to on-boarding clients.
Deploy updates and perform maintenance of software components and applications.
Working on a mixture of “business as usual” tasks, as well as specific queries from clients.
Incident Management, and handle emergencies quickly and efficiently.
Resolve or escalate any issues highlighted by monitoring system alerts, discovered during checks,or reported by clients.
Following an escalation chain, maintaining communication with stakeholders, and ensuring that requests and queries are resolved in a timely manner.
Problem Management and prioritising tasks and requests.
Proactive monitoring of the live environments with daily and weekly checks.
Reactive monitoring of all environments from direct alerts and monitoring consoles.
Learn bespoke tools and applications used to analyse and investigate cases, or troubleshootissues.
Respond to trade and price investigations, including but not limited to reject and fills analysis and market data analysis.
Work in a shift rotation including Sundays from 9:00PM to 2:00AM (DXB Time) for MarketOpening duties at least twice a month.
Secondary tasks and responsibilities
MetaTrader 4 platform administration.
Assist and train other members of the team.
Participate as necessary when extra cover may be required to support market events
Participate in emergencies, disaster recovery, and incidents at short notice as needed.
Documenting work, updating existing documentation.
Experience and abilities for all candidates
Must have an Application Support background with bespoke software (not general IT support).
Good understanding of LAN and WAN networks and Windows Server Operating System.
Ability to write basic SQL queries and use basic Linux commands.
Experience in log analysis and using application troubleshooting tools.
Experience with MetaTrader 4 trading platform and FIX protocol preferred.
Excellent fluent written and spoken English and able to learn technical and financial conceptsquickly.
Ability to remain calm and composed under pressure and meet strict deadlines.
Strong organisation skills, keen to details and ability to prioritise different tasks quickly.
Ability to work with a team of technology specialists including developers, understand and learn how to configure new and complex systems.
Ability to interact with clients and peers with a flexible and mature attitude to work.
Understanding of the Forex Industry preferred.
Knowledge of ITIL, JIRA, and Confluence preferred.
Self-motivated and ambitious. At least 1 year work experienced in a similar role in UAE.
Arabic or Turkish speaker is a plus but not mandatory
Willing to undergo a 2 weeks training program for the position to determine eligibility.
BSc / BEng in Computer Science, Engineering, Information Technology or a closely related field essential.MSc / MEng in Computer Science, Engineering, Information Technology or a closely related field preferred.
Arabic speaker / Turkish is mandatory.
To apply for this position please send your CV and cover letter to careers at primexm.ae quoting reference”Application Support Engineer Dubai” in the subject.
Strictly no agencies or headhunters please.
Job Type: Full-time
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