IT Support Engineer Full Time

Quant is the foundation of the blockchain economy.

Assets of all kinds, from currencies to carbon credits, are being tokenised on blockchain, making their ownership immutable, their provenance traceable and their use manageable. Our patent-pending technology makes this simple, trusted and future-proof.

We work with financial institutions and corporates to dramatically reduce their time-to-market, create new revenue lines, and mitigate risk by delivering enterprise-grade solutions built with security and compliance front of mind.

Founded in 2018, Quant is UK-based with a US presence. We spearheaded the Blockchain ISO Standard TC307 adopted by 57 countries and solved interoperability with the creation of the world’s first blockchain-agnostic API gateway, Overledger.

The IT Team

Quant’s IT team supports the rest of the company in achieving their goals by providing secure, performant technology to supplement and enhance their work. It is responsible for all IT infrastructure including facilities technology, individual devices, security, and software management. As a team we are responsive, adaptable, and focused on outcomes. We adopt whichever process, technique, or tool we believe will best enable us to solve problems pragmatically and deliver value at pace. We are highly collaborative and fiercely protective of our culture. Trust and respect are key to that culture, which is why we’re supportive of one another and don’t shy away from difficult conversations.

Your role

As an IT Support Engineer, you will be part of the team monitoring, maintaining, and building our IT infrastructure, providing our internal and external stakeholders with exceptional customer centric experience. This involves being highly focused on the needs of our company and delivering support and solutions for both internal and external customers through strong collaboration, integration, and effective management of our work. Ultimately, you’ll ensure our company continues to operate at full effectiveness at all times.

Key Responsibilities

• Logging and processing support calls in ZenDesk/JIRA Service Management
• Triaging support tickets to understand and execute solutions or to escalate
• Network, Systems and Software maintenance, e.g. printers, scanners, laptops etc
• Planning and undertaking scheduled maintenance upgrades
• User Account Management. New starts and leaver’s process
• Managing, investigating, diagnosing, and solving customer IT requests and problems, ensuring adherence to a defined SLA
• Managing and maintaining hardware and software assets/subscriptions
• Formulate and revise customer support policies and processes and promote their implementation.
• Demonstrate excellent customer service skills with a positive problem-solving attitude, delivering high quality technical support to the business
• Act as first point of contact for all Technical Support issues, resolving routine Incidents and Support Requests, and striving for first call resolution
• Provide technical support to staff, customers who work with laptops and PCs using MacOS, Windows, with Microsoft Office tools including Outlook
• Investigate, diagnose and resolve complex issues without known solutions; may make recommendations and define action plans
• Create documentation of knowledge resulting from investigative and support activities and publish this information for support of future occurrences
• Participate in technical communications within the team to share best practices and learn about new technologies
• Maintain established level agreements to meet customer expectations and quality standards. Protect our customers, our employees and our brands by incorporating security and compliance in all decisions and daily job responsibilities; follow security policies and procedures
• Leverages internal technical expertise, including higher-level engineers, knowledge, and other internal tools, to provide the most effective solutions to customer issues.
• Support efforts to identify and eliminate the root cause of issues in the environment

Requirements

• External commercial experience providing Technical Support, to both internal and external customers
• In-depth knowledge of hardware and OS (mac and pc) and software (Office 365, etc)
• Strong customer service ethos
• Ability to work well with people
• Strong communications skills
• Excellent organisational skills
• Ability to quickly establish good working relationships
• Willingness to sometimes work unsociable hours
• Solid Azure VDI experience

Benefits

Life at Quant

We aim to be one of the most desirable employers in fintech, somewhere you are valued and inspired to do the best work of your career, alongside a high-performance team that feels the same. That’s why, in addition to a competitive salary and performance-related bonus, we provide:

• Pension scheme
• Health insurance
• Life assurance
• Paid parental leave
• Paid sick leave
• Physical and mental wellbeing perks including online fitness classes, online GP consultations and discounted gym membership

Our shared values

We have expertise in finance and technology in common but what unites us is our beliefs. We believe in:

• Innovation: We love a challenge and have little respect for the status quo. Experience has taught us that problems are a matter of perspective and that, with new ideas and a fresh way of looking at things, solutions often present themselves.
• Ambition: The scale of a task won’t deter us when we believe it will take as closer to our vision. Every problem is an opportunity. Every obstacle, the chance to take a calculated risk and question assumptions. In short, we’re not afraid to think big.
• Trust: Fundamental to a prosperous economy, trust also lies at the heart of our company. Indeed, we believe it is the bedrock of a healthy society committed to equality and fairness. We trust each other, we engineer trust into our solutions, and we work hard every day to earn the trust of our clients and partners.
• Adaptability: We remain open-minded, objective and flexible at all times. When the facts change, so does our approach. We embrace that agility and encourage all those we work with to do the same.
• Respect: We’re respectful of the ideas and perspectives of others, we celebrate people’s differences and recognise their achievements. We also hold the needs and health of our environment dear. And we have no tolerance for bullying, harassment, or discrimination of any kind.