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LINEDATA vacancy search engine

Senior Technical Support Specialist - Financial Software


Vacancy details

General information

Organisation

At Linedata we believe finance matters to our society as much as energy to life and fueling financial transformation is vital for development and leadership.

___________________________________________ WE HUMANIZE TECHNOLOGY ___________________________________________

20 years experience, 20 offices, covering 50 countries, more than 700 clients, we are close to 1300 employees providing global humanized technology solutions aimed at the investment management and credit community. Linedata supports companies to grow and strengthens the development of its clients.
  

Position description

Category

Client Services - Product Support

Job title

Senior Technical Support Specialist - Financial Software

Contract type

Permanent

Job description

The Senior Technical Support Specialist provides technical and application support for Linedata's front and middle office product lines.

As a member of the product services team, the Senior Technical Support Specialist role is a Level 2 technical position, responsible for providing support to the Level 1 Support Helpdesk through the means of internal triage and escalation. Support issues involve both technical and business related issues, so the Senior Technical Support Specialist will be expected to work and communicate effectively with both internal Linedata resources (Level 1 Support, DBAs, Developers, Product owners, etc.) and, at times, end users (Traders, Business Analyst, Compliance Officers, Trade Support, etc.) of the Linedata Product suite. The ideal candidate needs to be able to efficiently diagnose, troubleshoot, resolve and escalate issues as needed. In addition, the ideal candidate will be involved in helping with on-boarding and mentoring new employees, as well as collaborating with current employees.

This position will require week night and weekend availability for month-long support on-call rotation, twice to three times per year.

Essential Duties/Responsibilities
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use and configuration.
• Provide prompt and accurate responses to customers within SLAs as defined by the level of Service purchased by the customer.
• Properly prioritize all customer incidents.
• Foster and maintain mentoring relationships with Level 1 Support Helpdesk employees.
• Understand and use Linedata's proprietary issue management tool, KEN – including how to update, escalate and resolve incidents.
• Ability to interact with various levels of client and firm management through both written and verbal communications.
• Report software issues to Product Development via documented processes and procedures, including replicating the issue when possible and performing all due diligence.
• Identify workarounds to bugs and customer issues whenever possible.
• Manage multiple client issues simultaneously.
• Identify common issues and techniques for addition to Knowledge Base.
• May support senior teams on client projects to learn through experience.
• Work to understand client's business needs above and beyond the immediate requirements.

Requirements

• Bachelor's degree in relevant field.
• 5-7 years' software support experience.
• Experience working in a financial services/software client support environment with an understanding of buy side trading applications, protocols, and interfacing applications. (OMS, EMS, FIX protocol).
• Knowledge of IT infrastructure and Windows OS in a support related setting.
• Solid business acumen and awareness of trading/portfolio management/trade operations implications of decisions.
• Candidates must be ambitious, self-driven, and looking to work in a fast-paced environment.
• Ability to thrive in a collaborative and team driven environment that requires flexibility, good judgment and sound decision-making based on limited information and/or extreme conditions.
• Strong problem solving and troubleshooting skills with a sense of urgency to be able to quickly and confidently asses risks as it pertains to client deliverables/tasks as they arise.
• Excellent oral and written communication skills.
• Proven ability to understand and develop concept driven solutions and problems.
• Ability to work on an on-call basis and provide coverage during non-standard (M-F 8-6) business hours including public/market holidays.
• Mindset for automation, rather than creating and continually supporting manual processes.
Demonstrated technical skills in some or all of the following areas:
• General Sysadmin expert.
• Comprehensive knowledge of Windows Systems and applications.
• Very strong working knowledge of SQL: reading and developing complex T-SQL, develop and analyze stored procedures, use tracing tools such as SQL Profiler to investigate performance issues, etc.
• Working knowledge of ETL (i.e. SSIS, Powershell, Python)
• Working knowledge of Scheduling Systems and the ability to both create and modify automated processes.

Desirable skills

• Exposure and working knowledge of creating re-usable Powershell scripts
• Understanding of File Transfer Protocol (FTP), including encryption techniques such as PGP and SFTP.
• Exposure and working knowledge of Cloud Infrastructure (AWS, Azure)
• Exposure and working knowledge set of network and domain architecture.
• Exposure and working knowledge of RDBMS
• Exposure to programming environments a plus (e.g. Visual Studio and Visual Studio Code)
• Exposure to programming languages a plus (e.g. C++\VB\.C#\.NET)

Chat with our insiders and learn more about your future role at Linedata! Start the conversation here: https://www.linedata.com/careers/talk-our-insiders

#LI-DNI

Position localisation

Job location

America/Carribean, USA, Massachusetts

Location

Boston

Candidate criteria

Education required

A-levels

Experience required

5 + years

Languages

English (Fluent/Proficient)

Area of study

Bachelor's degree in relevant field