Job Details

Onsite Technical Support Engineer

Location: San Francisco 94105
Salary: Competitive

Who are we?

Options is the largest global financial technology company headquartered in Belfast. We are at the forefront of banking and trading infrastructure, serving clients worldwide with offices in New York, Chicago, Toronto, London, Cambridge, Paris, Hong Kong, Tokyo, Singapore, and Auckland. At Options, our services are woven into the hottest trends in global tech, including high‑performance Networking, Cloud, Security, and AI.

Job Responsibilities

• On‑Site Technical Support: Serve as the primary technical point of contact for the client, providing on‑site support for all options trading technology systems.
• System Monitoring and Maintenance: Monitor the health and performance of internal systems, ensuring that they are operating optimally. Conduct regular maintenance activities, including software updates and configuration changes, to keep systems up to date.
• Troubleshooting and Issue Resolution: Diagnose and resolve technical issues. Escalate complex problems to appropriate internal teams and coordinate with them to find timely solutions.
• Incident Management: Respond to incidents and service requests raised by the client, adhering to defined service level agreements (SLAs) and following established incident management processes. Document incidents and their resolutions accurately.
• Client Relationship Management: Build and maintain strong relationships with key client stakeholders, understanding their requirements and proactively addressing their concerns. Serve as a technical advisor to the client.
• System Enhancements and Upgrades: Collaborate with the Options Technology development team to implement system enhancements and upgrades. Participate in testing and validation activities to ensure smooth deployment.
• Training and Knowledge Sharing: Conduct training sessions for the client's technical staff to enhance their understanding of the options trading systems. Share technical knowledge and best practices with both internal teams and the client to foster continuous improvement.

Technical Proficiency

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
• Strong knowledge of 365, Azure, Endpoint Management, Device Deployment, and AV troubleshooting.
• Minimum of 1‑2 years of experience in a similar role within the financial services industry, providing on‑site technical support and troubleshooting.
• Problem‑Solving Skills: Ability to analyse complex technical issues, identify root causes, and propose effective solutions. Strong troubleshooting and diagnostic skills with the ability to handle high‑pressure situations calmly.
• Communication and Interpersonal Skills: Excellent verbal and written communication skills with the ability to convey technical information clearly and concisely. Strong interpersonal skills to build relationships with clients and collaborate effectively with cross‑functional teams.
• Client Focus: Demonstrated ability to understand and fulfil client requirements while providing exceptional customer service. Proactive in anticipating client needs and exceeding their expectations.
• Adaptability and Flexibility: Ability to thrive in a fast‑paced and dynamic environment. Willingness to adapt to changing priorities and take on additional responsibilities as required.

Additional Candidate Skills

• Strong research, writing and communication skills.
• Exceptional organisational skills and strong attention to detail.
• Desire to travel and see the world.
• Ability to work independently and manage your own projects in a professional manner.
• A passion for innovation and the financial technology sector.
• Project‑management skills and proven ability to manage own workload.

Certifications

• CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or similar certifications are advantageous but not required.

Apply Now!

If you're a driven Technical Support Engineer ready to take on an exciting role in financial technology, please submit your resume and cover letter. We look forward to reviewing your application and discussing how you can make an impact at Options Technology!

Questions? Contact ...@options-it.com