Job Title: Level 1 Support Technician
Purpose of the Role
The Level 1 Support Team provides critical front-line support across all aspects of infrastructure. Working as part of a global team, they are responsible for:
- Pro-active monitoring of infrastructure.
- Performing initial triage of alerts and inbound support requests.
- Creating and assigning support cases to the Level 2 operational support teams.
This is a client-facing role with a high level of interaction, requiring the delivery of high-quality service and support. In addition to day-to-day activities, there are opportunities to be involved in internal projects and initiatives. The ideal candidate will have a demonstrated interest in Technology and Finance.
Responsibilities and Duties (include but are not limited to):
- Monitoring & Alerts:Monitor various alert systems and the Service Operation’s email, and respond to the Service Operation hotline.
- Issue Recording:Record all issues within the internal CRM system.
- Problem Determination:Provide first-level problem determination/triage on all issues (network/systems/application).
- Client Interaction:Acknowledge and resolve clients’ inquiries and issues within the prescribed Operational Level Agreement (OLA).
- Collaboration & Escalation:Engage the relevant Subject Matter Experts and other Service Operation personnel to ensure issues are resolved within the agreed SLA escalation matrix.
- Communication:Interface with clients, vendors, market participants, and financial exchanges.
Manage formal communications to clients.
- Performance Reporting:Generate statistics on issues raised, resolved, time to resolution, and other Key Performance Indicators (KPIs).
- Team Engagement:Foster open communication between team members and managers, promoting ideas for improving service delivery.
- 24x7 Support Coverage:Work as part of a global team that provides 24x7 Level 1 Support coverage on a rotation basis.
Education, Skills, and Background (Including Education and Experience Requirements):
- 2+ years of experience in a similar customer-facing role.
- Degree or diploma in Computer Science, Computer Engineering, or a related discipline.
- Experience in a financial industry support role preferred.
- Excellent verbal and written English-language communication skills to manage customer relationships effectively.
- Strong process discipline with a working knowledge of Salesforce or other CRM systems.
- Working knowledge of Linux & Windows systems, network configuration, and general troubleshooting.
- Ability to work constructively as part of a team, sharing ideas and resources.
Desirable Skills:
- ITIL certification.
- Understanding of Financial Markets (Equity, Futures, Options).
Working Arrangements
This is a hybrid position. The role holder will participate in a shift rotation, working 5 days a week, covering the hours of 07:30 – 16:30 from Monday to Sunday (including at least one weekend day per week).
Interested candidates may apply through the application system. We regret to inform only Shortlisted candidates will be notified.
EA License No. 01C4394 • RCB No. 200007268E •Derrick Tiew Yong Han EA Registration No. R1877971
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