Technical Support Engineer

FIS; United States; On-site; USD 41,000 - 66,000; Full time

Benefits offered by this job

Innovative fintech environment

Growth tools & training

Inclusive work environment

Community investment programs

Competitive compensation

Job summary

FIS Brokerage is seeking a technical support specialist to handle troubleshooting and support for multiple products/platforms in a Linux environment. You will perform 24x7 on-call operations, monitor client connections, diagnose production issues, and communicate effectively with internal and external clients.

The role emphasizes 80% technical work and 20% project/customer management, with on-site responsibilities in a fast-paced fintech setting. Salary ranges are provided by the employer.

Qualifications

• Knowledge of basic problem resolution and escalation practices.
• Ability to provide appropriate level of support for brokerage applications.
• Understanding of TCP/IP and network protocols.
• Experience with Windows and Linux server OS and related applications.

Responsibilities

• L1 Monitoring and Production support.
• Monitor connectivity between clients and FIS Brokerage network.
• Investigate error alerts from various systems.
• Provide first-level technical system support for multiple customers.

Skills

TCP/IP

Windows/Linux

Troubleshooting

Client communication

On-call support

Tools

WebSphere MQ

Connect Direct

Job description

Job Description

The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we'd like to know:

About the role:

FIS Brokerage is looking for a technical support personnel who will be responsible for technical application troubleshooting and support multiple products/platforms. Application Support for SGN Applications and System level Monitoring. This position will also provide troubleshooting with connectivity issues for various clients and external and internal vendors.

About the team:

You would be working with some of the best technologists in the industry supporting a complex Linux environment for FIS Brokerage. This is an exciting and collaborative team. We are passionate about our work and take a client-first approach to everything we do.

Position Responsibilities:

• L1 Monitoring and Production support.
• Monitor connectivity between clients and FIS Brokerage network.
• Monitor and Investigate error alerts from various systems.
• Responsible for first level technical system support for multiple customers along with some implementation of network connectivity for new and existing customers.
• Communication with internal and external clients.
• Answer client questions relating to transmissions and connections.
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Adhere to compliance rules relating to trading, trade monitoring and reporting.
• Follow SOPs and escalation procedure as defined.
• Other related duties assigned as needed.
• Position is 80% technical and 20% project/customer management.
• Supporting 24x7x365 Operations (rotating on-call and holiday support is required)

Skills/Qualifications:

• Knowledge of basic problem resolution and escalation practices
• Ability to provide appropriate level of support and guidance with FIS Brokerage applications and procedures
• Knowledge of TCP/IP and other network protocols
• Knowledge of Windows & Linux Server OS and communication applications (FTP management, WebSphere MQ, Connect Direct, etc...)
• Experience with troubleshooting, diagnosis and resolution of complex technical issues as well as escalation
• Ability to translate technical concepts to non-technical personnel highly desired.
• Excellent interpersonal, analytical, business and technical judgment, negotiation, problem solving and verbal and written communication skills.
• Monitor, assist with and debug data transmissions via various transmission methods
• Maintain FIS Brokerage Security access for full service customers
• Monitor production servers disk space, memory, CPU, etc. via tools provided and take appropriate action when necessary
• Maintain custom Windows and Unix Scripting processes
• Work ticket for production issues and change requests
• Effective use of listening skills to develop an understanding of client inquiries and problems

Added bonus if you have:

• Demonstrated experience troubleshooting both Linux and Windows Servers
• Proven experience interacting with external and internal Clients/Customers.

What we offer you:

• Opportunities to innovate in fintech
• Tools for personal and professional growth
• Inclusive and diverse work environment
• Resources to invest in your community
• Competitive salary and benefits.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

#pridepass

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $29.97 - $47.95 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.