IT Support Engineer

About us

XBTO is a leading institutional provider for digital assets. In 2015, XBTO was first to provide institutional-grade liquidity to major trading platforms. Since then, we have made significant efforts to create stability in the cryptocurrency markets.

XBTO offers a comprehensive regulated platform for digital assets and tailored investment solutions catered to sophisticated non-US investors and institutions. Our offering spans Asset Management, Trading, Custody, and Market Making.

With over nine years of experience in digital assets and more than twenty years in traditional finance, we offer expert insights and solutions to navigate the relatively new and dynamic field of digital assets. We combine deep technical and trading expertise with established industry-wide relationships to provide sophisticated solutions for our counterparties.

Description

Our team is seeking a talented IT Support Engineer to join our dynamic worldwide team. As a vital part of our IT department, you will be responsible for providing high-quality technical support to customers by diagnosing, troubleshooting, and resolving software and hardware issues. You will work closely with product development teams to ensure customer satisfaction, while also contributing to product improvements through feedback and documentation. Your role involves handling customer inquiries via various channels, ensuring that technical problems are resolved efficiently, and providing guidance on best practices. The ideal candidate will possess strong communication skills, knowledge of project management, technical proficiency, and a customer-focused approach to Problem-solving.

Responsibilities

• Troubleshoot IT technical issues and provide first-line technical support.
• Manage European offices IT, including procurement, inventory management, and maintenance.
• Install, configure, and maintain computer systems, mobile devices, and software applications.
• Diagnose and troubleshoot complex technical issues related to software, hardware, and networks.
• Guide customers through installation, configuration, and usage of software and hardware products.
• Collaborate with internal teams, including developers and product managers, to resolve escalated issues.
• Write and maintain knowledge base articles, FAQs, and troubleshooting guides.
• Proactively identify and suggest improvements to the product or support processes.
• Stay up to date with the latest technologies and industry trends to provide innovative Solutions.
• Perform regular system updates and maintenance tasks to ensure optimal performance.
• Ensure a high level of customer satisfaction by managing expectations and providing follow-up on unresolved issues.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field.
• Proven experience in technical support or IT helpdesk roles is required.
• Strong knowledge of computer hardware, operating systems, and software applications.
• Experience with Mobile Device Management and configuring policies are a plus.
• Familiarity with Identity and Access Management (IAM) concepts and technologies is preferred.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Prior experience with ticketing systems and remote support tools.
• Travel to other office locations within Europe will be required in this role.
• Must be proficient in English, proficient in French also is a plus.

Working at XBTO

The dynamic team at XBTO is made up of some of the best talents in digital assets, traditional finance and technology. We work in a collegiate environment with relentless focus on our mission and team. We’re looking for individuals who share the same values and principles such as:

• Entrepreneurial spirit - Takes ownership showcasing a high-degree of drive, perseverance and accountability to achieve our goals
• Trust & integrity - Exemplifies the highest ethical and professional standards to serve our clients.
• Collaboration & care - Genuinely cares about other team members and champions working as one team
• Humility & candor - Showcases openness to the diverse ideas and perspectives of co-workers and seeks to receive and give constructive feedback
• Innovation & knowledge - Stays abreast of the dynamic industry, pursues opportunities to anticipate the evolving needs of our clients
• Risk & compliance mindset - Demonstrates a commitment to compliance and appropriate sensitivity to risk and control related issues

Our hiring process

In compliance with applicable law, all persons hired will be required to verify their identity and eligibility to work and to complete employment eligibility verification and background checks.

XBTO is an equal opportunity employer. We seek a diverse applicant pool and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.