Applications & Technical Support Engineer

2 weeks ago

London, United Kingdom Shain Associates Full time

Technical Support Engineer with Fixed Income experience (Located in London)
A dedicated Technical Support Engineer possessing strong experience in Fixed Income and Capital Markets business. Our main responsibility is to ensure that our customers’ technical queries are resolved in a timely and satisfactory manner. Your duties will include assisting customers by resolving their queries, troubleshooting issues, assisting with application installations, and escalating serious issues to the development team. Exhibit extensive experience in providing IT support to customers in a fast-paced setting, combining your IT expertise with exceptionally high standards in customer support.
This individual must have a proven track record working with trading and post-trade systems. The individual must also manage business client expectations within a time-to-market and dynamic environment.

Competencies Required:

MUST HAVE:
In-depth knowledge of Windows environment, SQL, server management, analyze system log files, search through databases, start/restart services
Strong knowledge of relational database systems. Can write and understand SQL Queries to access Data (MS SQL Server)
Strong knowledge of Windows server management
In-depth knowledge of FIX Messaging protocol
In-depth knowledge of TCP/IP Networking Protocols
Proven expertise as a Technical Support Engineer in trade processing and position-keeping within the Capital Markets domain (Including all Fixed Income: bonds, Repos, Treasury, IRS, IRD, CDS, FX, and Equity Derivatives).
knowledge of Unix/Linux a plus
Networking Background a plus
knowledge of Python and scripting languages a plus
Other Competencies Required:
The candidate should be knowledgeable in several of the following areas:
Electronic trade clearing/confirmation system APIs and workflows (any of MarkitWire, Reuters RTNS, Bloomberg VCON, Interdealer IDT, ICELink, LCH, CME, Eurex)
DTCC, MiFID, or other regulatory reporting systems.
Bloomberg Data License, Bloomberg Server API, BPipe
Reuters RFA / SFC / Marketlink
FPML
FIX Messaging
Knowledge of messaging protocols (FIX, VCON, Markitwire, RTNS, etc)
Advanced skills in interfacing with business clients (front office, middle office) to comprehend and document their issues and their priorities as well.
Advanced skills in interfacing with teams of developers, solid familiarity with major SDLC approaches
Excellent communication with users and writing skills.
Ability to manage multiple priorities, commitments, and projects.
Knowledge of competitive Electronic Trading Platforms and exchanges.
Knowledge of IDB Operations is a plus
Knowledge of networking is a plus


Summary of Responsibilities:
Troubleshooting IT issues by asking customers targeted questions.
Providing customers with step-by-step guidance to resolve technical problems.
Following up on technical queries and providing prompt feedback.
Prioritizing customer queries and escalating serious technical issues to IT developers.
Documenting error reports and monitoring performance metrics.
Relaying application functionality feedback from customers to IT developers
Experience working with software development teams to analyze the issues, report the issues, and test the releases.
Compiling IT instruction manuals and useful IT support resources.
Providing customers with IT support via desktop solutions, chat functions, emails, and calls.
Assisting customers with account setup and application installations.
Ensuring optimal application functionality by configuring networks.
Automate manual tasks and create/improve small tools that help make team operations more efficient.
Create scripts as needed to support application deployments and improve existing workflows
Provide ad hoc feedback about trends and new issues.
Participate in after-hours support rotation for priority user support
Perform routine tasks to maintain computer equipment and their peripherals.
Team player with a collaborative attitude, able to maintain a high level of discipline within the given SDLC process
Identifying functionalities and system efficiency by working with end users, and internal departments
Drive toward tech/non-tech solutions, assess either tactical or strategic approaches, and assess/provide costs and timeframe of solution(s).
Coordinate with users to produce a comprehensive test plan and develop user signoff criteria. Hands-on involvement in analysis and documentation of testing results and review with end-users.
Close interaction with the clients' end users and both the clients' and the company's technologists.
A solid resource for clients and internal technical teams in areas of Fixed Income trading, pricing, and market and reference data

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