Technical Support Engineer

FIS; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global fintech company in London is seeking a Technical Support Engineer to support its SCF global network. You will provide first and second line support, triaging tickets and analyzing customer data. The ideal candidate has strong SQL and Excel skills, a degree in Computing or related field, and excels in high-pressure situations. This role offers a flexible work environment and opportunities for growth.

Benefits

Flexible work environment

Professional development resources

Competitive salary and benefits

Qualifications

• Exceptional attention to detail and thrives on solving problems.
• Passion for helping others with great communication skills.
• Flourishes in a dynamic high-pressure environment.
• Logical and insightful troubleshooting abilities.

Responsibilities

• Provide 1st and 2nd line support to global customers.
• Triaging tickets, analyzing data, and resolving issues.
• Monitor system health using various tools like DataDog.
• Implement configuration changes using proprietary tools.

Skills

Attention to detail

Problem-solving

Data analysis

Customer communication

SQL

MS Excel

Collaboration

Education

Degree in Computing or STEM

Tools

SQL

MS Excel

Monitoring tools

Atlassian JIRA

Job description

**Shift work pattern**

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

About the role:

• You’ll be supporting global clients on our SCF platform.
• You are responsible for monitoring the operation of the system, performing configuration changes, and working with other teams within the organization to roll out the platform to new customers.

About the team:

• Emphasizes the importance of collaborative work, adaptability, and a positive attitude.
• Works in a fast-paced environment where communication, problem-solving, and teamwork is highly valued.
• Supports products covering receivables, payables, and inventory finance solutions to provide working capital solutions to large corporates and banks.

What you will be doing:

• As a Technical Support Engineer, you will provide 1st and 2nd line support to FIS SCF global network of customers. This will include:
  • Triaging incoming tickets, performing analysis, and resolving customer issues.
  • Analysing 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:

• You have exceptional attention to detail, thrive on solving problems, comfortable analysing, transforming, and generally working with large datasets.
• You have a passion for helping others, great at communicating technical concepts to customers and colleagues both verbally and in writing.
• You flourish in a dynamic high-pressure environment and can prioritise incoming and existing tasks according to urgency and impact.
• You are logical and insightful when troubleshooting problems.
• You have a strong work ethic and are able to complete tasks independently.
• You have experience using SQL (highly desirable), MS Excel (highly desirable), XML and exposure to Monitoring tools
• A degree in Computing or STEM stream

Added bonus if you have:

• You understand 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 resourcesOpportunities to volunteer and support charities
• Competitive salary and benefits

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