Technical Support Associate

  • Forex Club
  • Podgorica, Montenegro
  • Feb 03, 2019
Full time Fintech Jobs Information Technology Jobs IT Support/Engineer Jobs

Job Description

Forex Club is a product company. Our mission is to provide the opportunity for everyone to play, learn and trade. We are helping our clients to trade stocks, currencies, indices, commodities, gold, oil, gas and agriculture.

Now we are looking for a Technical Support Associate to join our sunny office in Podgorica, Montenegro.


  • Processing of applications in Service Desk system (fixing or escalating to next level support)
  • Monitoring the entire IT infrastructure using Zabbix (Big plus if candidate has knowledge in Administering it), Grafana, NewRelic
  • Fixing incidents with OLA (operating level agreement) conditions otherwise escalate it to the next level support
  • Users support for any IT problem via any communication method (face-to-face, skype, phone, voIP, im, mail, Service Desk system) with high loyalty to the VIP consumers
  • Maintain documentation (knowledge database) among entire support team, keep it up to date, create Standard Operations Procedures
  • Creation and sending multi-messages (notices, warnings, information) via e-mail, mail etc about IT issues or news
  • Collaboration with service providers
  • Report on progress in Service Desk system
  • Software support: installation, recovery, consultancy
  • Deliver local IT support & proximity services (incident & Service Requests)
  • Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.
  • Monitor performance & escalate major issues.
  • Other senior management orders\assignments


  • Bachelor’s degree in Information Systems, Information Technology, Computer Science or Engineering from an accredited university or college
  • English language knowledge level both oral and written - intermediate level minimum
  • ITIL Foundation \ Microsoft or Linux certificates \ CCNA or ICND1 is a plus
  • Previous experience as System Administrator
  • MT4 \ MT5 terminals administration is a great benefit
  • Windows family user and administrator knowledge/experience
  • TCP/IP knowledge and work experience
  • PC Desktop/Laptop hardware knowledge at professional level
  • Basic knowledge of monitoring systems and strategies
  • Basic knowledge of recovery systems and strategies
  • Knowledge with SQL queries for databases
  • Basic knowledge in ITSM / ITIL. Atlassian products knowledge is a plus
  • Customer focusing. Politeness, loyalty in any aspect
  • Resistance to stress, ability to work under pressure
  • 3+ years’ experience with Windows and Unix (Windows Server 2008\2012, Linux or\and FreeBSD)
  • Familiarity Data base (MySQL, Postgress, MS SQL)
  • Familiarity writing scripts (at least one: PHP, JS, bash, Visual Basic)
  • Familiarity with Zabbix, Git, Jira, would be a good benefit

We offer:

  • Work in the reliable and stable well-known company
  • We offer to work closely with team of product owners and developers who support and develop our flagship product, The Libertex, for international markets, including Latin America, CIS, Europe and Asia
  • European Office (Montenegro, Podgorica)
  • Payment of relocation and organize of the legalization
  • Competitive salary and bonus
  • Medical insurance
  • 8 hours shifts per day (To provide 24/7 coverage). We have three shifts (00.00 – 08.00, 08.00 – 16.00, 16.00 – 00.00). Employee will be moved between the shifts on a weekly or bi-weekly basis
  • Work in the friendly professional team
  • Unique international corporate culture