Technology Support Analyst - Thai/Vietnamese Speaker

Job Description

Technology Support Analyst - Thai/Vietnamese Speaker* INFINOX Global * Dubai - United Arab Emirates Full time Technical SupportINFINOX is a globally recognised FX & CFD broker, regulated since 2009. We have a presence in over 15 countries, providing competitive trading conditions and premium client service worldwide. Our Management team has over 100+ years of industry experience, we are focused on putting clients first and we have the experience to prove it. We are focused on breaking the stigma of the financial industry and educating all demographics so everyone can start their trading journey. Our new IX Social app is a great example of INFINOX catering to all levels of trading experience!Key Responsibilities & Skills:Important NoteThis exciting opportunity has been made available due to a continued period of growth within the business. We are looking for a Technology Support Analyst who will help triage and fix reported incidents and assist the Head of Technology Production to successfully recover service levels across the business. The role will require you to understand reportable incidents, keep track of open incidents and how they are progressing, as well as working closely with sales and the client support teams to communicate resolutions and potential opportunities for bug escalation or technology development enhancement. In addition to supporting the technology stack, you will be required to make ad hoc changes to systems and applications with an understanding of stakeholder impact and downstream technology implications.Overview of the Key Objectives of the Position:The key objectives include: ? To take 1st/2nd/3rd support requests and to log them on our Incident Management system. ? To troubleshoot and resolve the more complex 3rd line issues that 2nd line engineers have escalated, whilst maintaining an accurate record in our Incident Management system. ? Proactively help resolve 1st/2nd/3rd line tickets where required. ? To participate in infrastructure installation, hardware refresh and other projects as occasion demands. ? Delivering complex projects in the cloud. ? Support colleagues with escalated issues from Operations and Incident Management. ? Actively contribute to maintaining and acquiring accreditations. ? Develop a strong knowledge of the systems and tools being used by the business. ? Maintain and develop relationships with external partners. ? Comply and uphold the firm?s policies and procedures, such as Technology security, email and anti-virus policies. ? Work with heads of departments and Compliance to implement relevant regulatory and legislative changes in a timely fashion.Principal Tasks and Responsibilities include, but are not limited to:? Works with the Head of Technology Production to execute the technical strategy working with in house and outsourced technology partners. ? Handling 3rd line support tickets from receipt to resolution across our portfolio of applications. ? Managing escalations to senior managers or 3rd party development teams, by liaising with Suppliers to resolve customer faults. ? Managing On-Call incidents over weekends or bank holidays, when this is required by the business. ? Resource focused on Asia Support. ? Reporting to Tech. ? Following diagrams and written instructions to repair a fault or set up a system. ? Ability to define and write new Technology schema processes. ? Supporting the roll-out of new applications. ? Working continuously on a task until completion. ? Prioritising and managing several open cases at any given time. ? Rapidly establishing a good working relationship with customers and other professionals. ? Takes decisions on matters relating to the day to day system uptime of the Technology stack within their defined work area including the strategic planning of resources. ? Management of all application environments e.g. Development, Staging, Production etc. Related to the Technology stack. ? Involved in defining and executing evolving Incident Management framework.Experience and RequirementsEssential? Communication systems (Zoom and Google Suite) ? Google Suite and products? Fluent Speaking Thai, Vietnamese or Mandarin? Google Workspace Certification (admin) ? Web Based Chat Services ? Atlassian Experience and Atlassian Products(Jira, Confluence, ITSM) ? Active directory, SAML and LDAP experience ? Proxy Web ManagementDesirable? Experience with Salesforce and Project Management tools such as Monday.com or JIRA ? Experience with testing systems and processes ? Ability to think strategically about the business and how it can be grown ? Familiarity with agile project management methodology such as SCRUM or similar ? Excellent leadership and management skills ? Excellent written, verbal and presentation skills ? Excellent organisational and follow-up skills ? Competent in problem solving, planning and decision making ? Thorough understanding of diverse business processes and strategy development ? Cloud Hosting experience ? Excellent knowledge of MS Office Google Suite, databases and information systems ? Good understanding of research methods and data analysis techniques ? Understanding of system user requirements and UX/UI methodologies ? 2 years experience in IT or information systems management

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