Customer Operations and IT Networks Engineer

The Customer Operations and IT Networks Engineer at Kody plays a vital role in ensuring the smooth operation of our IT infrastructure and customer networks. Responsibilities include maintaining IT systems, troubleshooting network issues, collaborating with the operations team to solve client-related problems, implementing network configurations, conducting security audits, and documenting systems and processes. Communication with clients to provide training on system functionalities is also key, ensuring that our services run without interruption.

To excel as a Customer Operations and IT Networks Engineer at Kody, applicants should have a degree in Computer Science, Information Technology, or a related field. A strong technical background in networking, including protocols such as TCP/IP, DHCP, and DNS, is essential. Additionally, experience with network security practices, excellent problem-solving skills, and fluency in Cantonese, Mandarin, and English are necessary to effectively communicate with clients and colleagues.

Kody is committed to the growth and development of its team members. As a Customer Operations and IT Networks Engineer, you'll have access to an annual learning and development allowance specifically for training related to your role. This investment in professional development ensures that you remain at the forefront of the fast-evolving fintech landscape, enhancing your skills and career trajectory.

At Kody, we embrace a hybrid work model, offering flexibility that allows our Customer Operations and IT Networks Engineers to balance in-office collaboration with remote work. This structure promotes a productive work-life balance while encouraging teamwork and communication among team members. Additionally, the dynamic environment presents opportunities for travel, particularly to the UK for meetings with our tech teams, enhancing collaborative efforts.

Customer service is crucial for the Customer Operations and IT Networks Engineer at Kody as you will be directly liaising with clients to resolve technical issues and provide support. Strong communication and interpersonal skills help build trust and rapport with customers, ensuring they feel valued and understood. Your ability to troubleshoot effectively and to explain complex technical concepts in an accessible manner will enhance the overall client experience, fulfilling our commitment to delivering exceptional financial services.

Highlight specific examples from past roles where you successfully resolved network issues. Emphasize your approach to identifying problems, using diagnostic tools, and collaborating with team members or clients to implement solutions effectively.

Discuss your knowledge of current network security protocols and practices. Elaborate on measures such as firewalls, VPNs, intrusion detection systems, and your experience conducting security audits to ensure network protection.

Mention specific resources you follow, such as technology blogs, industry news websites, or professional networking groups. Indicate how you apply this knowledge to improve your work or educate your team.

Choose a scenario that showcases your problem-solving abilities. Describe the context, the steps you took to investigate the issue, and how your solution benefitted the client or organization while highlighting teamwork if applicable.

Illustrate your experience in working with diverse teams, emphasizing its importance in identifying and solving client issues. Provide examples of effective communication strategies that helped facilitate collaboration.

Discuss your approach to training clients, focusing on making complex information accessible. Talk about the materials you would use, how you'd assess client understanding, and the importance of a hands-on demonstration.

Documenting processes, configurations, and incidents is crucial in IT engineering. Discuss how you ensure accurate records and how they help in troubleshooting, compliance, and knowledge sharing within teams.

Share specific examples that demonstrate your proficiency with different network protocols like TCP/IP and DHCP. Discuss your process for implementing configurations and any challenges you may have encountered.

Articulate how effective communication enhances client relationships and improves teamwork. Provide examples of situations where your communication skills made a significant impact on resolving issues or educating stakeholders.

Express your enthusiasm for Kody's mission and growth in the fintech industry. Highlight how your skills and aspirations align with the company’s innovative environment, presenting a personal connection to their values and objectives.