Support Engineer
Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
Support Engineer
Miejsce pracy: Gdansk
Nr Ref.: VR-21637
Responsibilites
- Looking after the support request queue
- As stated above 1st level validation of issues reported in support request queue and act appropriately - by either advising the user on how to deal with the issue, forward the issue to the on-site team if too complicated or preparing the issue for development by documenting the issue and the necessary recreation steps.
- Handle standard support request, i.e. extracts of data, restart of services, order user to be created in external systems, re-run of reports etc, with a very high level of attention to details and in accordance with to the defined procedures
- Run and act on daily start and end of day sanity checks
- Keeping an eye on our system health monitoring and act if appropriate
- Together with the rest of the support team be able to cover (in a duty roster) in business hours support between 7:00-18:30 and on-call support of EOD runs between 19:00-07:00.
- Occasionally support new software deployments and business activities during weekends
Requirements
- Experience with L2 banking/trading applications and user support
- Readiness for on-call duties, evening and mornings shifts
- Basic knowledge of change and deployment management
- Fluent English and excellent communication skills
- Ability to interact directly with traders
- Very good SQL skills is a must
- Hands-on experience with an ITSM system (e.g. Remedy, ServiceNow)
- Hands-on experience with monitoring tools likes AppDynamic, Zabbix, Geneos, Nagios or any similar monitoring tools will be an advantage
- Hands-on experience with JIRA for handling support and or development tickets will be an advantage
- Knowledge of any trading system would be an advantage
- Good general understanding of IT
- Understanding and experience in practical application of ITIL principles
- Knowledge on agile methods will be an advantage (Scrum, Kanban)
Interpersonal skills:
- Interest in the finance industry. Financial knowledge is not a prerequisite, but motivation to learn about derivatives and the IT systems to dealcapture them, handle their lifecycle and risk is. Obviously hands-on knowledge will be an advantage.
- Excellent interpersonal skills, a fast learner and great team player
- Good analytical skills. When bugs are reported there will be a need to do a first level assessment of the issue and thereby make it ready for the development team, e.g.:
- Is it a bug or is a misused/lack of understanding of the system
- Recreation of the issue on a test system
- Detailed description of the steps required to recreate the issue
We offer
In the department we develop and support trading and risk systems for interest and credit derivatives.