L1 Support Agent

About Company:

Our client is into Forex trading, CFD trading, Commodity trading, Automated trading, MetaTrader, cTrader, Currency trading, and Forex brokerage

An Ideal Candidate:

The Level 1 (L1) Support Agent is responsible for providing first-line technical assistance and operational support to internal users and clients. This role acts as the initial point of contact for technical issues, account access requests, onboarding/offboarding activities, and basic platform-related support. The L1 Support Agent is expected to troubleshoot common issues efficiently, escalate complex matters appropriately, and maintain a high standard of customer service and communication

Key Competencies:

Technical Support & Triage

• Serve as the first point of contact for all inbound technical support queries.

• Perform initial troubleshooting and issue triage for internal users and clients.

• Escalate unresolved or high-impact issues to the appropriate teams in a timely manner.

• Provide remote assistance to resolve hardware and software-related issues.

Employee Onboarding & Offboarding

• Create accounts and provision system access for new employees.

• Send onboarding and welcome communications to new starters.

• Deactivate and close accounts for departing employees in accordance with company procedures.

• Ensure all required systems and access permissions are properly managed during offboarding.

Account & Access Support

Assist users with: Password resets

2FA (Two-Factor Authentication) issues

Domain account access

Email account access

Back-office account access

Support users with server selection and connectivity issues.

Troubleshoot login and access problems related to: MT4

MT5 cTrader

Coordinate with the TPA Team for all requests related to trading platform administration and advanced platform support.

User Guidance & Application Support

• Provide guidance on general platform navigation and feature usage.

• Install approved applications using ManageEngine.

• Deliver basic user training and walkthroughs where required.

Monitoring & Incident Response

• Monitor production systems and operational alerts.

• Promptly notify the responsible personnel in the event of system outages or service disruptions.

• Maintain accurate records of incidents, requests, and resolutions in the ticketing system.

Out of Scope for L1 Support (Immediate Escalation Required)

The following issues must be escalated immediately to the relevant department or specialist team:

• Margin calls, stop-out events, or disputed trade outcomes

• Account balance discrepancies or suspected fraud

• API / FIX connectivity and algorithmic trading issues

• Regulatory complaints or legal matters

• Server-side outages affecting multiple clients simultaneously

• Complex order entry or trade execution issues

• Deposit/withdrawal status enquiries (L1 may perform triage only)

• KYC document upload guidance and verification status checks