Senior Technical Support Analyst, Jersey City - 7537

ION; Jersey City (NJ); On-site; USD 70,000 - 110,000; Full time

Job summary

Join a dynamic team as a Senior Technical Support Analyst at a forward-thinking company, where you will provide second-level technical application support. This role offers a unique opportunity to grow within a culture that values innovation and collaboration. You will lead projects, investigate technical incidents, and communicate effectively with clients while building a deep understanding of financial markets and technology. If you are passionate about technology and client support, this is the perfect opportunity to enhance your skills and make a significant impact in the financial technology sector.

Qualifications

• 5+ years of experience in application and technical support.
• Ability to read and understand code in C++, TCL, or UNIX/Shell Scripting.

Responsibilities

• Lead projects and prioritize incidents on the internal tracking system.
• Investigate incidents and communicate updates effectively to clients.
• Build strong relationships with other departments to enhance service delivery.

Skills

Technical Support

Problem-Solving

Analytical Skills

Communication Skills

Team Leadership

Time Management

Education

BS in Computer Science

Equivalent Degree

Tools

C++

TCL

UNIX/Shell Scripting

Java

Job description

Who Are We?

The Americas Technical Support team provides technical application support to equities and derivatives customers and forms part of ION Markets global support team. The team is responsible for technical investigation, keeping customers updated and reporting potential software defects to Development teams. Technical Support also takes the lead in service restoration in the event of software or hardware failures, capacity planning and Business Continuity testing of the Hosted environment. Our team is fast-paced, keeping up with regulations and changes in technology.

Role

We are looking for a Senior Technical Support Analyst to focus on second-level technical application support. We have a growth culture from within and this role provides a career track for anyone who has an interest in technology, financial products, trading, client support, product management, or technical account management.

Responsibilities

• Lead projects and team members when needed.
• Investigate incidents assigned to them.
• Prioritize incidents and keep them up to date on the internal incident tracking system.
• Communicate updates effectively and promptly to the client.
• Build and maintain knowledge of the software supported, including database structure and configuration files to assist in issue investigation.
• Deal with unexpected events or failures which limit clients' use of the supported systems.
• Carry out application system checks, aiming to identify and resolve issues before they impact clients.
• Develop strong working relationships with other departments to assist with the delivery of our service to clients.
• Adhere to "best practice" and department procedures for client communications, incident progression, and investigation.
• Participate in the team shift patterns and assist with weekend work and out-of-hours escalation when required.

Required Experience, Skills and Competencies

• BS in Computer Science, Computer Engineering, or equivalent degree.
• 5+ years of experience in application, technical support.
• Some experience as a team lead is preferred.
• Ability to read and understand code in one or more of the following: C++, TCL, UNIX/Shell Scripting. Exposure to Java or other mainstream programming languages would also be acceptable.
• Have an enquiring mind with an analytical and proactive approach to problem-solving, even when under pressure.
• Good grounding in and desire to develop technical skills in areas such as database technologies and system performance.
• Ability to troubleshoot and approach problem-solving in a logical manner.
• Technical Support Analysts need to be dynamic, resilient, and objective, delivering rapid and accurate solutions to the incidents raised by customers.
• Excellent written and verbal communication skills.
• A confident and professional manner.
• Able to manage own time and a changing workload.
• Co-operative approach to working with team members and other departments.
• Able to view situations from a customer perspective and act accordingly.
• A strong desire to develop a deep understanding of financial markets and business flows and system functionality.
• Working knowledge of networks and network infrastructure is desirable.

About ION

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. More than 40% of the world’s largest companies use our solutions. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading, and risk.

Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.

With 10,000 employees and offices in more than 40 cities around the globe, ION is a rapidly expanding and dynamic group.

At ION, we offer careers that provide many opportunities: To invent. To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before. Imagine what you can do and experience. This is where you can do your best work.

Learn more at iongroup.com.