Job Description

The Americas Technical Support team at Fidessa (part of the ION Group) provides technical application support to equities and derivatives customers. 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.

Responsibilities

• Investigates and prioritizes incidents
• Keeps incidents up to date on the internal incident tracking system
• Communicates updates to the client
• Builds and maintains knowledge of supported software
• Deals with unexpected events or failures
• Carries out application system checks
• Develops relationships with other departments
• Adheres to best practices and department procedures
• Participates in team shift patterns and assists with weekend work

Requirements

• BS in Computer Science, Computer Engineering, or equivalent
• Ability to read and understand code (C++, TCL, UNIX/Shell Scripting; Java or other languages acceptable)
• Analytical and proactive problem-solving skills
• Grounding in and desire to develop technical skills in database technologies and system performance
• Troubleshooting and logical problem-solving abilities
• Excellent written and verbal communication skills
• Ability to manage time and changing workload
• Cooperative approach to teamwork
• Ability to view situations from a customer perspective
• Desire to understand financial markets and business flows

Benefits

• No benefits