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Full-time Required Application Support Engineer Dubai

at confidential in Dubai

Job Description

Important Note: Please do not apply if you are from an “IT support” or “Systems or Network Admin” or “Web developer” or “SEO” type background. We need people who have supported, maintained, and deployed in-house software, and worked closely with developers. Thank you.

We are hiring several Application Support Engineers for our new office in Dubai. We are inviting application from both experienced professionals and new graduates and post-graduates interested in working in the financial technology sector.

Graduate and post-graduate entry level candidates must have studied Computer Science, Engineering, Information Technology or a closely related field. Training will be provided, however a “can do” attitude and an ability to learn quickly is crucial.
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 or institutional experience.

The role involves supporting in-house bespoke trading systems software, and MetaTrader 4 server. The role includes working on multiple projects and requests simultaneously, as part of 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 are part of a larger global team, reporting to the Team Manager for the Dubai Application Support team on a frequent 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.
• New client on-boarding and modifications to existing client setups.
• 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 troubleshoot issues.
• Respond to trade and price investigations, including but not limited to reject and fills analysis and market data analysis.
• Work in a shift rota including Sundays from 20:00 till 02:00 GST for Market Opening duties.

Secondary tasks and responsibilities
• MetaTrader 4 platform administration.
• Weekend maintenance.
• 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
• Fluent written and spoken Arabic or Turkish language required.
• Excellent fluent written and spoken English and able to learn technical and financial concepts quickly.

• Ability to remain calm and composed under pressure and meet strict deadlines.
• Strong organisation skills, 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.
• Self-motivated and ambitious.

Experienced Candidate Additional experience and abilities
• 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.
• Understanding of the Forex Industry preferred.
• Experience with MetaTrader 4 trading platform and FIX protocol preferred.
• Knowledge of ITIL, JIRA, and Confluence preferred.

BSc / BEng in Computer Science, Engineering, Information Technology or a closely related field.
MSc / MEng in Computer Science, Engineering, Information Technology or a closely related field preferred.

To apply for this position please send your CV and cover letter quoting reference “Application Support Engineer Dubai” in the subject.

Strictly no agencies or headhunters please.

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Published at 20-04-2016
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