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Finstek is looking for a Head of Technical Support. You will be overseeing a 24 by 5.5 rotation team which is responsible for providing customer support and also for monitoring / troubleshooting / maintaining / administering multiple mission critical systems of the company.
Responsibilities:
Responsible for 15+ level 1 support and senior level 2 technical support engineers operating across 4 global locations
Responsible for pre-sales, on-boarding, in-life account management and customer support services
Improving operational efficiency by reducing overlap between teams and shortening the troubleshooting and customer response time
Develop operational processes and procedures to improve efficiency and KPIs
Oversee the planning and implementation of new projects by the technical support team
Plan, analyse and coordinate projects with all relevant departments
Good knowledge with MT4/MT5 trading platforms and FIX API protocol
Oversee the reliable operation of Finstek MT4s and MT5s ensuring the best practices of maintaining the servers’ health are in place and recommended to Finstek clients and management
Oversee the performance of back-end project and the testing and releasing of new updates and hot fixes of Finstek systems
Support the roll-out of new applications and liaise with other teams and project owners
Manage and maintain strong documentation for our knowledge-base, ensuring that all information is up-to-date and accessible to all support staff, such as case studies, how-to guides and update team procedures
Provide day-to-day support for the technical support team and other internal teams on Finstek’s systems
Oversee the monitoring and management of servers’ statuses and health
Responsible for ensuring all team members and new joiners are well trained on company’s systems
Work in tight deadlines, keeping service disruption to a minimum for Finstek clients
Produce regular business and technical reports as/when required
Requirements:
3-5+ year(s) of managing an operational / support team
Good knowledge in project management, service delivery and client management
Good background in working with MT4/MT5
Strong communication skills
Strong logical thinking and analytical skills
Persistent in resolving issues and finding solutions
Fluent written and spoken English
The Company Would Love to See:
Business acumen and client focused background
Working experience with cloud managed servers and services
These are Just Some of Benefits:
Interesting and challenging work
Competitive market salary, reviewed once a year
Professional training and conferences, with the partial / full compensation
Sport activities reimbursement
Medical insurance, including the discounted one for family members
First-class office in the city centre (Nemiga), excellent coffee, fruits and cookies, shower, free car parking
Unmatched corporate events
Opportunity to work remotely.
