Technical Support Engineer

FIS, Inc.; Camden Town; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global financial technology provider is seeking a Technical Support Engineer to offer 1st and 2nd line support, manage customer queries, and analyze data. The ideal candidate has a degree in Computing or a related field, strong problem-solving skills, and experience with SQL and Excel. This role involves working under pressure and collaborating with various teams. The company offers a flexible work environment and opportunities for professional development.

Benefits

Flexible work environment

Professional development resources

Opportunities to volunteer

Qualifications

• Exceptional attention to detail and thrives on solving problems.
• Experience using SQL, MS Excel, and XML.
• ITIL Foundation v3/2011 or higher certified.

Responsibilities

• Provide 1st and 2nd line support to global customers.
• Triaging incoming tickets and resolving customer issues.
• Analyzing customer data and providing audit information.

Skills

Attention to detail

Problem-solving

Communication skills

Data analysis

Education

Degree in Computing or STEM stream

Tools

SQL

MS Excel

Atlassian JIRA/JIRA Service Desk

Job description

Overview

Supports products covering receivables, payables, and inventory finance solutions to provide working capital solutions to large corporates and banks.

Responsibilities

• As a Technical Support Engineer, provide 1st and 2nd line support to FIS SCF global network of customers.
• Triaging incoming tickets, performing analysis, and resolving customer issues.
• Analyzing customer data and providing customers with audit information or breakdowns of headline figures.
• Actively monitoring system health using a variety of tools including dedicated infrastructure and application monitoring suites, DataDog, SQL and ActiveBatch.
• Implementing ad-hoc configuration changes using FIS SCF proprietary tools.
• Collaborating closely with the Development, Infrastructure, and Implementation teams to bring new customers onto the platform.
• You will provide cover for shifts between 6am and 11pm.

What you will need

• Exceptional attention to detail, thrive on solving problems
• Comfortable analysing, transforming, and generally working with large datasets
• Strong ability to communicate technical concepts to customers and colleagues both verbally and in writing
• Flourish in a dynamic high-pressure environment and can prioritise incoming and existing tasks according to urgency and impact
• Logical and insightful when troubleshooting problems
• Strong work ethic and ability to complete tasks independently
• Experience using SQL (highly desirable), MS Excel (highly desirable), XML and exposure to Monitoring tools
• A degree in Computing or STEM stream
• Added bonus: understanding of computer logic and/or programming concepts
• ITIL Foundation v3/2011 or higher certified
• Previous experience of Atlassian JIRA/JIRA Service Desk or similar
• Experience working in a controlled environment, such as Financial Services

What we offer you

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

Privacy Statement: FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model: Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.