Application Support Engineer Location: Shanghai
We are hiring an Application Support Engineer for our office in Shanghai. Applicants should have experience and/or interest in working in the financial technology sector.
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 MetaQuotes’ main stream software (MetaTrader 4 and 5). 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 Shanghai office, working in a team of Application Support Engineers, who are part of a larger global team, reporting to the Application Support Team Manager in Shanghai on a frequent basis, and to the Global Head of Support on a periodic basis.
Main tasks and responsibilities
• Understand and carry out requests and requirements from Technical Account 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, 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.
Secondary tasks and responsibilities
• MetaTrader 4 or 5 platform administration.
• 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).
• 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 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, 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 y ork experience in a similar role
• Willing to undergo a 2 weeks training program for the position to determine eligibility.
Qualifications
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.
Mandarin Chinese and fluency in English both written and spoken are a must for the role

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