Associate Client Support Engineer - Trading EMS Support-3

30098 FactSet Philippines, Inc.; Taguig; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

FactSet Philippines, Inc. is seeking an Associate Client Support Engineer to ensure timely, high-quality support for FactSet EMS and Portware Trade Support.

You will handle reactive and proactive tech support, monitor hosted infrastructure, and participate in routine maintenance and internal projects. The role emphasizes teamwork, automation, and delivering world-class service to clients, with exposure to FIX Protocol, EMS/OMS, JAVA, Oracle DB, and multiple server OS platforms.

Qualifications

• Networking, computer engineering, and application troubleshooting.
• Fluent in English.
• Able to articulate problem to escalation point and explain solutions.
• Strong analytical and problem-solving skills.

Responsibilities

• Provide reactive level I and II technology support via phone, email, and remote assistance.
• Resolve client issues with installation, connectivity, crashing, slowness, security, and Office Integration.
• Provide proactive technology support to FactSet users via phone, email, and remote assistance.
• Resolve client issues and notify the account team of client emails that have bounced back.
• Monitor team mailboxes for client issues and emails that have bounced back.
• Work on roaster in a 24x6 schedule.

Skills

Networking

Computer engineering

Application troubleshooting

Tools

JAVA

Oracle DB

VMware

Citrix

Linux

Windows

Shell scripting

Job description

FactSet 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.

FactSet creates flexible, open data and software solutions for tens of thousands of investment professionals around the world, providing instant access to financial data and analytics that investors use to make crucial decisions.

Join a team of highly motivated, talented individuals who are empowered to find answers through creative technology.

Spread the news! We understand the importance of connections, which is why we have launched an external referral pilot program in the United States. If you are a partner, customer, or vendor; you are now able to refer top talent for a monetary reward. Please note some exclusions may apply*