Who Are We? The Fidessa (part of ION Group) Americas Technical Support team provides technical application support to equities and derivatives customers and forms part of ION Markets global support team. The team is responsible for technical investigation, keeping customers updated and reporting potential software defects to Development teams. Technical Support also takes the lead in service restoration in the event of software or hardware failures, capacity planning and Business Continuity testing of the Hosted environment. Our team is faced-paced, keeping up with regulations and changes in technology. Role We are looking for Technical Support Analyst to focus on second-level technical application support. This is an excellent opportunity for a recent grad or someone with up to 3 years of experience. We have a growth culture from within and this role provides a career track for anyone who has an interest in technology, financial products, trading, client support, product management, or technical account management.
Work closely with Fidessa employees and clients in order to provide an effective and high quality technical support service.
Develop personal skill set in the financial trading world, with a dual emphasis on both the technology and the business of trading
Learn the business and compliance regulations which shape the financial industry
Develop knowledge of futures and options trading, including order and business flows, market data, etc.
Master industry-wide protocols used to communicate with exchanges around the globe
Communicate highly technical concepts to both technical and non-technical audiences
Investigates incidents assigned to them, particularly as they relate to millisecond latency.
Prioritizes incidents and keep them up to date on the internal incident tracking system.
Communicates updates effectively and promptly to the client.
Builds up and maintains a knowledge of the software supported, including database structure and configuration files to assist in issue investigation.
Deals with unexpected events or failures which limit clients use of the supported systems
Carries out application system checks, aiming to identify and resolve issues before they impact clients
Develops strong working relationships with other departments to assist with the delivery of our service to clients
Adheres to “best practice” and department procedures for client communications, incident progression and investigation
Participates in the team shift patterns and assists with weekend work and out of hours escalation when required
Required Experience, Skills and Competencies
BS in Computer Science, Computer Engineering, or equivalent degree.
Ability to read and understand code in one or more of the following: C++, TCL, UNIX/Shell Scripting. Exposure to Java or other mainstream programming languages would also be acceptable.
Candidates must have excellent interpersonal skills, be flexible, enthusiastic, and have a good aptitude for software applications
Applicants should possess an ability to understand code and localize specific points of failure in code
Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure
Good grounding in and desire to develop technical skills in areas such as database technologies and system performance.
Ability to troubleshoot and approach problem solving in a logical manner
Technical Support Analysts need to be dynamic, resilient and objective, delivering rapid and accurate solutions to the incidents raised by customers
Excellent written and verbal communication skills
A confident and professional manner
Able to manage own time and a changing workload
Co-operative approach to working with team members and other departments
Able to view situations from a customer perspective and act accordingly
A strong desire to develop a deep understanding of financial markets and business flows and system functionality
Working knowledge of networks and network infrastructure is desirable
About ION ION is a market leading FinTech company providing pioneering software and consultancy services to customers around the globe. We serve large financial institutions, niche trading firms, central banks, and multinational corporations. Our mission is automation through innovation. We simplify complex processes, streamline, and digitize businesses, building a competitive advantage for our customers. Our products help the world’s leading organizations do more, in a better and simpler way than ever before. ION software underpins the global fixed income, FX, and derivatives markets, we are a leading market provider of treasury and commodity software as well pre and post IPO data. With a dynamic team of 7,000+ employees, 60+ global offices, and over 2,450+ clients worldwide, ION provides an unparalleled experience for those who share our passion for growth and technology evolution.