Associate Client Support Engineer - Trading EMS Support-3

FactSet Research Systems Inc.; Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

FactSet is seeking an Associate Client Support Engineer for Trading EMS Support in Manila. You will provide world-class client service for Portware/EMS, monitor hosted infrastructure, and participate in maintenance and client implementation projects.

Ideal candidates excel in networking, troubleshooting, and English communication, with experience in FIX protocol and financial software. The role offers a dynamic team environment with global clients and opportunities to drive efficiency.

Qualifications

• Networking and troubleshooting skills required.
• Fluent English communication, both written and verbal.
• Strong time management and problem-solving abilities.

Responsibilities

• Provide reactive Level I and II tech support to FactSet users via phone, email, and remote tools.
• Resolve client issues related to installation, connectivity, crashes, slowness, or Office integration.
• Offer proactive tech support to users via phone, email, and remote assistance.
• Monitor team mailboxes for client issues and bounced emails; notify account teams as needed.
• Roaster on a 24x6 schedule to ensure coverage and timely responses.

Skills

Networking

Troubleshooting

English fluency

Customer support

Documentation

Tools

FIX protocol

EMS/OMS

Oracle DB

Windows/Linux

Job description

Associate Client Support Engineer - Trading EMS Support-3# FactSet Careers## Associate Client Support Engineer - Trading EMS Support-3Apply: Philippines, Manila, One Le Grand Tower (Manila - One Le Grand): Full time: Posted Today: R33322FactSet creates flexible, open data and software solutions for over 200,000 investment professionals worldwide, providing instant access to financial data and analytics that investors use to make crucial decisions.At FactSet, our values are the foundation of everything we do. They express how we act and operate, serve as a compass in our decision-making, and play a big role in how we treat each other, our clients, and our communities. We believe that the best ideas can come from anyone, anywhere, at any time, and that curiosity is the key to anticipating our clients’ needs and exceeding their expectations.**Role/Department Description:****Analytic and Trading - Front Office Solution - EMS Client Services Shared Service - Trade Support****Primary Purpose:**To ensure timely and high-quality responsiveness on to FactSet EMS and Portware Trade Support desk.***Associate Client Support Engineer*** is responsible for providing world class service and support to our clients. Focus on production support for Portware and FactSet EMS and monitor our hosted infrastructure; to perform routine system maintenance and handle internal & client implementation projects. Foster teamwork, collaboration, drive innovation and automation to improve efficiency to meet team and company goals. **Responsibilities:*** Provide reactive level I and II technology support to the FactSet users via phone, email, and remote assistance* Resolve client issues with installation, connectivity, crashing, slowness, security, and Office Integration* Provide proactive technology support to the FactSet users via phone, email, and remote assistance* Resolve client issues with installation, connectivity, crashing, slowness, security, and Office Integration* Monitor team mailboxes for client issues and client emails that have bounced back Resolve client issues and notify the account team of client emails that have bounced back* Work on roaster in our 24\\*6 schedule.**Required Skills:*** Networking, computer engineering, and application troubleshooting* Fluent in English. Capable to articulate the problem to internal escalation point and explain the solution on a complex issue.* Strong analytical and problem solving skills* Excellent time and task management abilities; Self motivated with good discipline.* To read and interpret technical documentation and to create document for the fellow team member.* Excellent problem solving, planning, organizational skills* Hands-on experience with FIX protocol, EMS/OMS and other financial software is highly preferred**What makes it interesting?*** Exposure to a broad range of cutting-edge technologies like FIX Protocol, OMS/EMS, JAVA, Oracle DB, Various server OS Platforms (Windows, Linux, Solaris etc), Scripting (shell, batch, powershell etc), VWware, Citrix, Networking skills* Ability to make a meaningful contribution to a tight-knit team* Freedom to come up with creative solutions to real-world problems and drive efficiencies internally and with our clients* Direct working relationships with the some of the most influential buyside institutions on the planet.* Working alongside individuals who are true leaders in the field.**Company Overview:**FactSet (NYSE:FDS | NASDAQ:FDS) helps the financial community to see more, think bigger, and work better. Our digital platform and enterprise solutions deliver financial data, analytics, and open technology to more than 8,200 global clients, including over 200,000 individual users. Clients across the buy-side and sell-side, as well as wealth managers, private equity firms, and corporations, achieve more every day with our comprehensive and connected content, flexible next-generation workflow solutions, and client-centric specialized support. As a member of the S&P 500, we are committed to sustainable growth and have been recognized among the Best Places to Work in 2023 by Glassdoor as a Glassdoor Employees’ Choice Award winner. Learn more at www.factset.com and follow us on X and LinkedIn. At FactSet, we celebrate difference of thought, experience, and perspective. Qualified applicants will be considered for employment without regard to characteristics protected by law.