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    Technical Support Engineer - London, United Kingdom - GFO-X

    GFO-X
    GFO-X London, United Kingdom

    6 days ago

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    Description
    Trade Support Engineer – London, UK
    "Global Futures and Options Ltd (GFO-X)", a UK FCA-authorised and regulated MTF, is seeking a Trade Support Engineer.

    GFO-X is the UK's first regulated and centrally cleared trading venue dedicated to digital asset derivatives.

    GFO-X has partnered with LCH SA which will offer clearing of Bitcoin index futures and options contracts traded on GFO-X, subject to regulatory approval.

    This will be made available through a new segregated clearing service, LCH DigitalAssetClear.

    GFO-X services large global institutional participants who require a regulated, institutional-grade trading venue for digital asset derivatives, including bitcoin index futures and options.

    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 exchange participants through phone and email.

    Provide application-level support to the GFO-X Exchange platform: Respond to customer inquiries and issues promptly via various channels such as email, phone, or chat diagnose the problem effectively.

    Troubleshooting issues related to FIX protocol, application support, hardware, software, and connectivity issues using industry-standard tools, PCAP, Wireshark, etc.

    Assisting with API and Algo Conformance testing and certification.
    Involvement in end-of-day settlement process and back office functions.
    Update internal knowledge base and contribute to developing self-help resources specific to these areas.
    Provide support for GFO-X trading venue participants and internal business customers.

    Hardware support:
    Provide technical assistance and troubleshooting for hardware components, including, where necessary, workstations, servers, and networking equipment. Collaborate with the wider IT team to ensure hardware configurations are optimized for performance and security.

    Provide customer feedback on issues relating to FIX protocols, application support, hardware, and API enhancements or bug fixes to the development team.

    Participate in testing and quality assurance efforts to ensure the stability and reliability of these components.
    Work in accordance to defined Support SLA's and KPI metrics.

    Work with the team lead to Continuously improve support processes: Identify areas for process improvement specific to FIX protocols, application support, hardware, and APIs, and suggest proactive solutions to enhance the overall customer support experience.

    Collaborate with the team to develop best practices and implement standardized support procedures.

    3-year support experience in a financial organisation ideally banking.
    ~ Familiarity with ITIL working practices.
    ~ Bachelor's Degree or Equivalent industry experience a plus
    ~ Experience in supporting IT projects and workstreams a plus

    GFO-X is an equal opportunities employer committed to diversity and inclusion.
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