Technical Support Engineer (Tier 1/2) - London Global Futures and Options Ltd "(GFO-X)" is Europe's first regulated and centrally-cleared trading venue dedicated to digital asset derivatives. UK Financial Conduct Authority authorised and regulated, GFO-X is connected to the world's largest financial institutions and has partnered with a global tier 1 CCP, solving for counterparty and credit risk. We are seeking a Technical Support Engineer to join our growing team. You will be part of a dynamic and experienced team bringing the features of traditional derivative markets to the rapidly expanding digital asset arena. GFO-X will be a leader in the new era of regulated trading venue that trade 24/7. In this role, you will help with the various finance related responsibilities needed in growing a new, regulated trading venue. Reporting to the Team Lead, the successful candidate will participate in the daily operations of our globally distributed technical support team. They will be expected to deliver exceptional support to trading venue participants through phone and email. RESPONSIBILITIES Act as an agent who will drive customer satisfaction through customer support Provide support where needed for both internal and external parties Clearly document and communicate issues Attempt to resolve issues on a first call resolution basis Meet the business defined SLAs and KPIs Be actively involved with the operational delivery and UAT if required for new product and feature releases Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner Work to create any relevant support material for the team and building out the knowledge base Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents Contribute to technical support related processes and documentation for continuous improvement Responsible for scheduled maintenance activities such as power downs, electrical work which may involved evening and/or weekends Occasional visit to GFO-X datacenters maybe required to fulfil specific tasks REQUIREMENTS Min Three Year experience in a Technical Support role Strong problem solving and communication skills Solid Customer Experience skills (CX) Troubleshooting Experience with Windows desktop and hardware. Experience in the use and support of collaboration tools e.g. MS Teams, Zoom. Experience working with networking, Cisco equipment and PABX / Voice telecommunications, softphone Hardware break-fix support knowledge and skills (laptops, desktops, screens) Strong analytical skills to investigate and resolve customer support tickets Experience using a Service Desk ticketing tool e.g. Service Now, Jira Service Desk or equivalent Able to multi-task efficiently under time pressure Able to work with cutting edge technology and assimilate information rapidly Proven experience in working a service and support focused team culture Will be expected to work shifts and provide front line and second line support for our trading platform Bachelor's Degree or Equivalent industry experience a plus Experience of supporting IT projects and workstreams a plus Have infrastructure experience of server and networking or are very keen to develop into that area Experience supporting and working with VM platforms and environments e.g. ESXi, vSphere, Hyper-V DESIRED EXPERIENCE Supporting front end trading platforms, e.g. Bloomberg, Thomson Reuters/ Refinitiv Any FIX protocol or other similar Financial Technology experience Experience in supporting and troubleshooting Linux and Windows OS systems i.e. Ubuntu This role is to be based at our London office. GFO-X is an equal opportunities employer committed to diversity and inclusion. Competitive benefits included.