Client Technical Support Associate

3 weeks ago

London, United Kingdom EquiLend Full time

**Company Overview**

EquiLend was founded in the early 2000s as a collaboration between top global financial institutions, including Bank of America, Goldman Sachs, J.P. Morgan, Morgan Stanley, and UBS. Our shared aim was to streamline and automate the Securities Finance sector.

Today, we stand as a prominent global FinTech company offering a range of services - from our advanced trading platform to post-trade products, regulatory technology, and securities market data. Leveraging our understanding of the securities lending space, we deliver cutting-edge technology and services to clients worldwide, enabling efficiencies and optimization to their businesses.

Interested in shaping the future of securities finance? At EquiLend, you can be part of driving innovation and excellence for products with a global reach.

**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 timely 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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