Client Technical Support Associate

2 months ago

London, United Kingdom EquiLend Full time

**Company Overview**

At Equilend we pride ourselves on being a leading global provider of trading, post-trade, securities market data, regulatory technology and clearing services in the securities finance industry.

Our journey began in 2000 when 10 of leading global financial institutions including Bank of America, BlackRock, Goldman Sachs, J.P. Morgan, Morgan Stanley, State Street and UBS came together with a view to increasing automation and efficiencies in the Securities Finance space. Since then, we've built our global footprint including offices in New York, Boston, Toronto, London, Dublin, Hong Kong, Tokyo, New Jersey, Pune and Chandigarh.

As a business we're committed to nurturing long-term relationships with our clients, creating an environment where our people can learn and grow, and continuing to foster an innovative and supportive environment.

**Team Overview**

The Client Service Associate is an integral part of the wider IT department. The team is split across London, Dublin, New York and Hong Kong and responsible for supporting the firm's B2B multi-tier platform.

In this role, tasks come via monitoring alerts or tickets raised by external clients and internal EquiLend teams. You will work closely with the global team, following current support processes to ensure that all incidents are resolved efficiently, and any changes are implemented successfully.

Working in a mixed technological environment, you will work to identify and resolve client issues in a timley and professional manner. If this sounds like a potential match for your background then we would love to hear from you

**Role Responsibilities**
- Provide 1st and 2nd line support for the EquiLend product suites
- Liaise with external clients and internal support teams (DevOps, DBA, Infrastructure and Development) to ensure incidents are resolved
- Review, plan and execute client maintenance tasks upon request
- Review and implement improvements to support process and monitoring where appropriate, as well as ensuring operational documentation is maintained
- Participating in semi-annual DR testing
- Strong willingness to learn the underlying business
- Ability to work in a small company - large client setting
- Shifts on a monthly rotational basis - this will include some weekend on-call work, rotated through the team

**Required Skills**:

- 3+ years commercial experience in a similar Client Support role
- Knowledge of Red Hat Linux (or others Unix flavors);
- Experience with SQL script writing
- Knowledge of the Microsoft Office suite
- Strong written and verbal communication in English
- Proactive attitude to solving issues
- Be customer focused and strive to provide the best possible outcomes for our clients in a timely manner

**Role Location Benefits**
- Hybrid working - you can choose which 100 days per year to work remotely where you prefer
- Discretionary annual bonus
- 25 holiday days per year (plus bank holidays)
- Group risk and income protection coverage from day 1 of employment
- Private health insurance and dental insurance coverage
- Generous company pension
- Regular company events
- Paid access to a mindfulness-based mental health app
- Great office location in One Canada Square, Canary Wharf

**Diversity and Inclusion**

LI-Hybrid

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