Technical Support Engineer

Technical Support Personnel

FIS Brokerage is looking for a technical support personnel who will be responsible for technical application troubleshooting and support multiple products/platforms. Application Support for SGN Applications and System level Monitoring. This position will also provide troubleshooting with connectivity issues for various clients and external and internal vendors.

You would be working with some of the best technologists in the industry supporting a complex Linux environment for FIS Brokerage. This is an exciting and collaborative team. We are passionate about our work and take a client-first approach to everything we do.

Position Responsibilities:

• L1 Monitoring and Production support.
• Monitor connectivity between clients and FIS Brokerage network.
• Monitor and Investigate error alerts from various systems.
• Responsible for first level technical system support for multiple customers along with some implementation of network connectivity for new and existing customers.
• Communication with internal and external clients.
• Answer client questions relating to transmissions and connections.
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Adhere to compliance rules relating to trading, trade monitoring and reporting.
• Follow SOPs and escalation procedure as defined.
• Other related duties assigned as needed.
• Position is 80% technical and 20% project/customer management.
• Supporting 24x7x365 Operations (rotating on-call and holiday support is required)

Skills/Qualifications:

• Knowledge of basic problem resolution and escalation practices
• Ability to provide appropriate level of support and guidance with FIS Brokerage applications and procedures
• Knowledge of TCP/IP and other network protocols
• Knowledge of Windows & Linux Server OS and communication applications (FTP management, WebSphere MQ, Connect Direct, etc...)
• Experience with troubleshooting, diagnosis and resolution of complex technical issues as well as escalation
• Ability to translate technical concepts to non-technical personnel highly desired.
• Excellent interpersonal, analytical, business and technical judgment, negotiation, problem solving and verbal and written communication skills.
• Monitor, assist with and debug data transmissions via various transmission methods
• Maintain FIS Brokerage Security access for full service customers
• Monitor production servers disk space, memory, CPU, etc. via tools provided and take appropriate action when necessary
• Maintain custom Windows and Unix Scripting processes
• Work ticket for production issues and change requests
• Effective use of listening skills to develop an understanding of client inquiries and problems

Added bonus if you have:

• Demonstrated experience troubleshooting both Linux and Windows Servers
• Proven experience interacting with external and internal Clients/Customers.

What we offer you:

At FIS, we hire the best. In return, you receive exceptional benefits including: Opportunities to innovate in fintech, Tools for personal and professional growth, Inclusive and diverse work environment, Resources to invest in your community, Competitive salary and benefits.

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $29.97 - $47.95 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.