Established in 1997, the Libertex Group has helped shape the online trading industry by merging innovative technology, market movements and digital trends.
The multi-awarded online trading platform, Libertex, enables traders to access the market and invest in stocks or trade CFDs with underlying assets being commodities, Forex, ETFs, cryptocurrencies, and others.
A firm believer in the power of sports to inspire, empower and push for success, Libertex is the Official Online Trading Partner of KICK Sauber F1 Team.
We build innovative fintech so people can #TradeForMore with Libertex.
Job Overview
We are looking for a Technical Support Associate to provide comprehensive IT support, monitor infrastructure performance, and resolve user issues efficiently. The role involves troubleshooting, escalation management, and close collaboration with service providers to ensure seamless IT operations.
Responsibilities
- Processing applications within the Service Desk system, including fixing issues or escalating them to the next level of support
- Monitoring the entire IT infrastructure using VictoriaMetrics, Dynatrace, Grafana, Zabbix and escalating major issues
- Resolving incidents in accordance with Operating Level Agreement (OLA) conditions, or escalating them to the next level of support when necessary
- Providing user support for all IT-related problems through various communication methods (face-to-face, Google Chat, phone, VoIP, instant messaging, email, and the Service Desk system), with a strong focus on VIP consumers
- Maintaining and updating documentation within the support team's knowledge base and creating Standard Operating Procedures
- Creating and sending various communications (notices, warnings, information) via email and other channels regarding IT issues or news
- Collaborating with service providers
- Reporting on progress within the Service Desk system
- Providing software support, including installation, recovery, and consultancy
- Delivering local IT support and proximity services for incidents and service requests
- Resolving backlogs for incidents and service requests, reporting progress to end-users, and tracking root cause analysis
- Executing other assignments and orders from senior management
Requirements
- Proficient in Windows family user and administrator functions
- Basic knowledge of networking principles
- Professional-level knowledge of PC Desktop/Laptop hardware
- Basic knowledge of monitoring and recovery systems and strategies
- Basic knowledge of ITSM / ITIL, with a plus for Atlassian products
- Familiarity with writing scripts in Python, Bash, or Groovy
- Familiarity with Dynatrace, Zabbix, Git, and Jira
- Customer-focused, polite, loyal, and able to work under pressure
Benefits
- Work in a pleasant and enjoyable environment near the Adriatic sea and mountains
- Quarterly bonuses based on Company performance
- Generous relocation package for the employee and their immediate family/partner
- Medical Insurance Plan with coverage for the employee and their immediate family from day one
- 24 working days of annual leave
- Yearly reimbursement of travel expenses for the employee and family's flight home
- Corporate events and team building activities
- Udemy Business unlimited membership & language training courses
- Professional and personal development opportunities in a fast-growing environment
Libertex Group is an equal opportunity employer, fostering an inclusive and diverse environment. We do not discriminate based on any characteristic protected by the law. Candidate privacy is respected, and all data is securely stored and used solely for recruitment purposes, in line with GDPR and our internal policies. Unsuccessful applicants may have their data retained for future opportunities unless deletion is requested.