• Identify and resolve issues within the various applications supported
• Assist in testing and upgrading existing applications
• Assist in implementing new phases of existing applications
• Develop and deliver progress reports and application documentation.
• Develop best practices and tools for application execution and support 
• Receives, records, researches, and resolves internal customer questions and problems of the software
• Working relationships with the internal users of the software, IT Staff, and internal team members from all departments
• Develops, grows, and maintains effective working relationships with external vendor partners
• Demonstrates a high level of composure, professionalism, communication, and knowledge 
• Contribute to Company’s strong emphasis on customer (internal and external) satisfaction and loyalty
• Conducts problem analysis and resolution using basic troubleshooting skills, documented procedures and available tools
• Creates documentation for internal and external publication
• Strives to acquire and maintain current knowledge of products, Support procedures, practices, and policies

Skills: Problem-solving, Software Testing, Application Development, Documentation, Customer Support, Stakeholder Communication, Professionalism, Continuous Learning

• Providing support to an in-house Application Support system.
• Investigate user problems and identify their sources
• Determines possible solutions, tests and implements solutions.
• Assists personnel of other departments as a computer resource 
• Password resets, office application support, printer configuration, small/office network admin, etc.
• Performs and/or oversees software and application installation and upgrades.
• Troubleshoots networks, systems and applications 
• Identify and correct malfunctions and other operational difficulties.
• Internal and external end user support 
• Development testing and quality control for proprietary application.
• Provides basic queries and analysis on data extracts.
• Initiates user training and documentation on network systems.

Skills: Application Support, Problem-Solving, Technical Support, Software Installation and Upgrades, Network Troubleshooting, End User Support, Quality Control and Testing, Training and Documentation.

• Resolve customer requests that are initiated through multiple support channels, including telephone and online support requests
• Respond to incidents as per SLA, ensuring tickets are completed in a timely manner with minimum disruption to customers
• Troubleshoot issues on business-critical systems 
• Liaise with internal teams, including Data Science, Core Engineering, Product, and Sales to deliver on customer requests
• Perform scheduled preventative maintenance and systems administration functions
• Contribute to a fast-paced and highly collaborative team-based work environment.
• Develop in-depth product knowledge, work closely with end-users and 3rd party suppliers
• Collaborate with project teams and application/service transition team 
• Ensure new services and upgrades are implemented without adverse impact to the end-user base
• Contribute to the development and enhancement of the applications support process
• Detailed focused when it comes to technically documenting incidents/tickets and fixes

Skills: Technical Support, Incident Management, System Troubleshooting, Cross-functional Collaboration, Systems Administration, Team Collaboration, Product Knowledge, Process Improvement

• Assist in the design, development, deployment and maintenance of complex IT solutions to make systems more performant and cost-effective
• Develop effective tooling, alerts, and automated responses to identify and address reliability risks
• Create and manage a roadmap to ensure environments are kept up-to-date
• Set up and configure data application servers according to vendor requirements and Moneris security policy
• Provide input on developing solutions to assigned business requirements
• Develop, standardize and maintain system and support documentation (including but not limited to operational guides, network diagrams, access management, infrastructure design, test scripts, ETL flows, etc.)
• Continuous service improvement orientated with a keen focus on automating repetitive tasks
• Provide thorough support and problem resolution for customers
• Liaise with customers to inform of progress and manage exceptions
• Working with vendors to resolve issues, provide technical support and assistance
• Create new products on the core system within guidelines

Skills: Assist in IT solutions development, Reliability engineering, Roadmap management, Server configuration and security compliance, Business requirement analysis, Documentation management, Automation and process improvement, Customer support and vendor management.

• Provide application support and deployment services to the users and enable the required processes needed for the business to be successful.
• Ensure maximum availability and minimal disruption to business continuity in order to meet all agreed targets, SLAs, and metrics.
• Deal with people both on a business level and IT level 
• Act as the technical point of contact to resolve application and systems issues that disrupt the service.
• Be proactively looking for continuous improvement ideas to raise the service quality for better network profitability.
• Perform proper problem management with the aim of eliminating the recurrence issues.
• Ensure that all tickets are managed and resolved within the agreed target resolution times (TRT) 
• Ensures that all incidents dealt with are according to incident management best practices.
• Emphasize teamwork hence providing advice and guidance to junior colleagues.

Skills: Application Support and Deployment, Business Continuity and SLA Adherence, Stakeholder Communication, Technical Issue Resolution, Continuous Improvement, Problem Management, Ticket Management and Resolution, Incident Management Best Practices, Team Collaboration and Mentorship.

• Know Server-side: Java, Web Development using HTML, JavaScript, CSS, JQuery & Ajax, Frameworks: Angular 6+.
• Be familiar with: REST, SOAP and formats such as XML & JSON
• Have C# or Python, experience with containerization. 
• Be familiar with PostgreSQL, MySQL / MariaDB, Hibernate, and relational DB management tools
• Know Web and Application Servers: Apache, Tomcat
• Know other Software: IntelliJ, Eclipse, Visual Studio, Maven, SoapUI, Git, TeamCity, Jira, Confluence
• Design, install, configure, monitor, troubleshoot and manage existing infrastructure systems (Windows / Linux servers)
• Know Windows and Linux command line and batch/shell scripts
• Working proactively with Application Development Support (ADS) and Infrastructure & Operations (I&O) teams to ensure meet our performance objectives
• Staying up to date with industry trends, technological advances, and corporate policies and disseminating the knowledge back to the team
• Pro-actively searching for more cost-effective technologies to replace the outdated components of the in-use technology stack

Qualifications: BS in Information Technology with 4 years of Experience

• In-depth, hands-on knowledge of and experience with enterprise desktop and web-based applications, including Browsers, MS Office, GUI based applications.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Able to develop and interpret technical documentation for training and end-user procedures.
• Know trends in technology relating to software applications.
• Experience with maintaining databases or logs for problem tracking.
• Good understanding of the organization’s goals and objectives.
• Highly self-motivated and directed.
• Provide SQL development and configuration
• Have programming knowledge: #C, Windows Server, Web technology, Azure, database technology

Qualifications: BA in Computer Science with 2 years of Experience

• Working experience in the securities industry within system development or maintenance
• Solid knowledge of trading applications such as HKEx BSS, OTP-C, OMD-C, CCASS
• Familiar with SQL Server/Oracle database and Linux/Ubuntu OS
• Strong analytical and troubleshooting skills with a good sense of risk management
• Good command of written and spoken English, Cantonese, or Mandarin
• Experience in applications support, ideally with some exposure to ERP or accounting/finance solutions like Xero, Reckon, Intuit, MYOB, Netsuite Pronto, etc
• Experience with property management software such as MRI, Yardi, Cougar, Rockend, or Adept.
• Experience in SQL Server, supporting cloud-based platforms
• Excellent communication skills and confidence to deal with management-level clients.

Qualifications: BS in Computer Information Systems with 5 years of Experience

• Strong communication skills, autonomy, proactiveness and ambition and proficiency in English 
• Self-motivation to achieve consistently high-quality results
• Very good analytical skills and be open to ideas and new challenges
• Ability to create a proof of concepts together with the clients
• High interest in continuous learning and development ( new tools, technologies, methodologies)
• Ability to understand and prioritize the needs of the customer and to use simplicity in complex projects
• Ability to understand business processes and connect them to IT Systems logic
• Experience in supporting ERP applications 
• Good knowledge of relational databases and SQL – PL/SQL
• Experience working with Oracle/MS SQL Systems (or large databases)

Qualifications: BS in Engineering with 3 years of Experience

• Basic SQL knowledge (MSSQL)
• Knowledge about Windows OS and Windows Server
• Knowledge about FTP, VPN, and similar techniques
• Ability to acquire and apply troubleshooting information
• Basic knowledge about programming languages and development processes (.NET, C#)
• Intermediary problem analysis and problem-solving skills
• Attention to detail and accuracy within documentation
• Entry-level with some prior experience providing technical support in a business environment
• Entry-level knowledge of the following: Failover and disaster recovery of applications and services
• Knowledge of troubleshooting network and server connectivity problems, Windows Server 2012, Analytical tools
• Strong interpersonal skills, ability to work in a 24/7 environment
• Basic understanding of IT Service Management processes
• Possess an HDI certification, ITIL Foundations certification

Qualifications: BA in Business Information Systems with 4 years of Experience