The 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 & 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.

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.

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

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

Dynamic, resilient and objective, delivering rapid and accurate solutions to the incidents raised by customers

Excellent written and verbal communication skills and 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

Technical Support Analyst

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