Client Support Engineer I - Trading Support

30098 FactSet Philippines, Inc.; Taguig; On-site; PHP 450,000 - 650,000; Full time

Job summary

FactSet Philippines, Inc. is seeking a qualified Front Office Solution - Trade Support Engineer to ensure timely, high-quality responses to the EMS and Portware Trade Support desk.

The role focuses on production support for Portware and FactSet EMS, monitoring hosted infrastructure, and driving automation to improve efficiency and client service. You will resolve client issues across installation, connectivity, crashes, and Office integration, work with FIX protocol, EMS/OMS, and other financial

Qualifications

• Networking, computer engineering, application troubleshooting and related coursework.
• Fluent in English with strong communication skills.
• Able to articulate problems to escalation points and explain solutions clearly.
• Strong analytical and problem-solving abilities.
• Excellent time and task management and self-discipline.
• Able to read and interpret technical documentation and create team-facing docs.
• Hands-on experience with FIX protocol, EMS/OMS and other financial software is highly preferred.

Responsibilities

• Provide Level I and II tech support to FactSet users via phone, email, and remote access.
• Resolve client issues related to installation, connectivity, crashes, slowness, security, and Office integration.
• Monitor team mailboxes and handle bounced client emails and inform account teams.
• Work on a 24x6 roster to ensure coverage.

Skills

Networking

English fluency

Troubleshooting

Documentation

Time management

Analytical skills

Problem solving

Tools

FIX protocol

EMS/OMS

Java

Oracle DB

VMware

Citrix

Scripting

Job description

Role/Department Description:

Front Office Solution - Trade Support

Primary Purpose:

Ensure timely, high-quality responsiveness to the FactSet EMS and Portware Trade Support desk. Support Engineer is responsible for providing world-class service and support to our clients. Focus on production support for Portware and FactSet EMS, monitor our hosted infrastructure to perform routine system maintenance, and handle internal & client implementation projects. Foster teamwork, collaboration, and drive innovation and automation to improve efficiency to meet team and company goals.

Responsibilities:

• 80% 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
• 10% 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
• 10% 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, application troubleshooting, and any related course
• Fluent in English.
• Capable of articulating the problem to the internal escalation point and explaining the solution to 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 documents for fellow team members.
• Excellent problem-solving, planning, and 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), VMware, 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 some of the most influential buy-side 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 atwww.factset.comand follow us onXandLinkedIn.

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.

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