Technical Support Analyst - 4363
ION Group, Canada

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Mar 22, 2021
Last Date
Apr 22, 2021
Location(s)

Job Description

Who Are We?
Fidessa (part of the ION Group) offers exceptional trading, investment and information solutions for the world's financial community. New technology, new regulation, new challenges: making money in today's financial markets is all about staying ahead of the curve. Having the capability to spot new trends and act fast turns change into opportunity. That's why 85% of the world's premier financial institutions trust Fidessa to provide them with their multi-asset trading and investment infrastructure, their market data and analysis, and their decision making and workflow technology. It's also why $10 trillion worth of transactions flow across our global network each year. Because we're the market leader, we can also offer unique access to the world's largest and most valuable trading community of buy-side and sell-side professionals, from global institutions and investment banks to boutique brokers and niche hedge funds.
The 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 a Technical Support Analyst to assist in the support of the Fidessa applications (first level and second level application support). We work in a fast-paced and dynamic environment. Members of the team will provide hands-on support in a production environment, and will be challenged to use their technical knowledge and out-of-the-box thinking to solve complex problems. Ideal candidates will need to demonstrate their technical skillset and must have a desire to work in the financial industry, with a focus on equities and futures amp; options asset classes. 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.Responsibilities
  • 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.

Job Specification

Job Rewards and Benefits

ION Group

Information Technology and Services - London, United Kingdom
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