Technical Support Associate | Remote IT Support for Financial Markets

Our international financial markets company, seeks an exceptional Technical Support Associate to join our global team. In this fully remote position, you'll leverage advanced IT infrastructure knowledge to resolve complex technical issues while delivering outstanding customer service. The ideal candidate combines strong analytical capabilities with excellent interpersonal skills to support our cutting-edge financial technology ecosystem.

Key Responsibilities

- Provide comprehensive technical support for hardware, software, and network systems.

- Respond promptly to support tickets through multiple communication channels.

- Troubleshoot and resolve complex IT issues within established SLAs.

- Document all support activities and solutions in knowledge management systems.

- Collaborate with cross-functional teams to implement infrastructure improvements.

- Monitor system performance using tools like Dynatrace and Zabbix.

- Maintain and update IT asset inventory records.

- Develop and refine technical support processes and workflows.

- Participate in on-call rotation for critical support escalations.

- Create knowledge base articles for recurring support scenarios.

- Conduct user training on technical systems and best practices.

- Support disaster recovery testing and implementation.

- Contribute to IT security compliance measures.

- Analyze support metrics to identify improvement opportunities.

Required Skills

- Bachelor's degree in Information Systems, Computer Science, or related field.

- 3+ years of experience in technical support or similar IT roles.

- Exceptional customer focus with outstanding communication abilities.

- Advanced analytical and problem-solving capabilities.

- Proficient in Windows operating systems (Windows 10/11, Server 2019/2022).

- Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).

- Expert-level PC and laptop hardware troubleshooting knowledge.

- Working knowledge of IT Service Management principles and ITIL framework.

- Experience with modern ticketing systems and support workflows.

- Intermediate English proficiency (both written and verbal).

- Proven ability to work independently while collaborating effectively.

- Demonstrated adaptability when learning new technologies.

- Strong time management skills with effective task prioritization.

Nice to Have

- Experience in financial services or fintech industry.

- Scripting capabilities in Python, JavaScript, or Bash.

- Proficiency with monitoring tools (Dynatrace, Zabbix, Nagios).

- Experience with Atlassian products (Jira, Confluence).

- Knowledge of Git version control and CI/CD pipelines.

- Cloud services experience (AWS, Azure, Google Cloud).

- IT certifications (CompTIA A+, Network+, ITIL).

- Previous remote work experience in global organizations.

- Understanding of financial trading platforms and systems.

- Experience with virtualization and containerization technologies.

- Additional language skills beyond English.

Why Join Our Team

When you join our organization, you'll become part of a global leader with decades of financial markets expertise. We offer a flexible remote environment that respects work-life balance, competitive compensation, and clear professional advancement paths. You'll work with cutting-edge financial technologies while expanding your technical repertoire through continuous learning opportunities. Our collaborative culture values innovation, diverse perspectives, and personal growth—offering you challenging technical problems that will enhance your capabilities while providing valuable experience at the intersection of technology and finance.