Technical Support Engineer

Position Type :

Type Of Hire :

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:

At FIS, we hire the best. In return, you receive exceptional benefits including:
• 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

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.

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