Trade Support Engineer I – EMS & Portware

FactSet

Manila

On-site

PHP 600,000 - 900,000

Full time

3 days ago

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Job summary

FactSet is seeking a Support Engineer to join the Front Office Solution - Trade Support team in Manila. You will ensure timely, high-quality responsiveness to the FactSet EMS and Portware Trade Support desk, handling production support, maintenance, and client implementations.

You will resolve issues related to installation, connectivity, crashing, slowness, security, and Office integration, while also providing proactive support and monitoring team emails.

Qualifications

Networking, computer engineering, or related troubleshooting knowledge.
Fluent English and ability to explain complex issues clearly.
Strong analytical and problem-solving abilities.
Excellent time management and self-discipline.
Ability to read and create technical documentation for teammates.
Hands-on experience with FIX protocol is highly preferred.

Responsibilities

Provide Level I and II reactive tech support to FactSet users via phone, email, and remote access.
Resolve issues with installation, connectivity, crashing, slowness, security, and Office integration.
Provide proactive tech support in a structured manner.
Monitor team mailboxes and relay client emails that bounce back to the account team.
Work on a 24x6 roster to ensure coverage and response times.

Skills

Networking

English fluency

Analytical thinking

Time management

Technical documentation

Problem solving

FIX protocol

EMS/OMS experience

Tools

EMS/OMS

Oracle DB

VMware

Citrix

Job description

You will resolve issues related to installation, connectivity, crashing, slowness, security, and Office integration, while also providing proactive support and monitoring team emails.

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