Application Support Engineer Graduate

Working with other members of the global Support team, the successful candidate will ensure continuity of services for all Gold-i clients, resolving technical issues as they arise

Gold-i is a global FinTech firm and one of the world’s leading software systems integrators to the international retail foreign exchange market. An award-winning innovator, Gold-i has developed a number of industry-first products to help improve the capabilities of retail brokers and banks across the globe.

Description of Duties

The position of Application Support Engineer consists of:

- Providing production application support to clients (Gold-i software plus MetaQuotes MT4/MT5).
- Maintenance/upgrades of the Gold-i products installed on clients’ servers.
- Taking part in events in Australia and APAC region.
- Client visits in Australia and APAC region.

Key Responsibilities

- Provide technical support to clients by:
- Troubleshooting software issues and addressing client queries.
- Implementing, configuring, and managing both in-house and partner software (MT4/MT5 Server, Domain Time, Nagios, etc.).
- Implementing and checking changes to client server software.
- Logging and tracking client queries/incidents.
- Writing and maintaining knowledge base articles.
- Ensuring standards and service level agreements (SLAs) are met.

o Regularly communicating with clients.

- Provide internal support to the team by:
- Collaborating with colleagues to troubleshoot both internal and client issues.
- Working in partnership with the Operations team to deliver new products and upgrades to clients.




- Assisting the team with incident escalations to Development and ensuring that clients are kept updated.
- Suggesting continual service improvements.
- Working with the team to ensure constant support desk cover as necessary.
- Maintaining and upgrading client systems on client servers.
- Attending client sites where necessary.

Skills and QualificationsEssential:

· Excellent written and verbal communication.

- Ability to follow strict internal processes with a high degree of accuracy.
- Logical and detailed approach to problem solving.
- Robust technical mindset with an interest in software.
- Ability to absorb new information quickly.
- Strong inter-personal skills, ability to communicate with a diverse range of customers with varying levels of technical understanding.
- Positive attitude and willingness/ability to see challenging tasks through to completion.

Desirable but not essential:

- Experience or understanding of hardware, software and Microsoft Windows Server operating systems and their maintenance.
- Previous experience in a client-facing role (preferably support).

· Bachelor’s degree (or equivalent).

· Financial services background or experience (preferably in the FX markets).

· Understanding of ITIL (Service Management module).

Working Hours & Location

· Based in Sydney

· Fully remote working (working from home), with a possibility of office work in the future.

· 37.5 hours per week; 8am – 4:30pm, Monday to Friday

Pay: $70,000.00 – $75,000.00 per year

Benefits:

- Health insurance
- Work from home

Work Location: Remote

📌 Application Support Engineer Graduate (Sydney)
🏢 Gold-i
📍 Sydney