Technical Support Analyst
Description For Technical Support Analyst
ION Group, a leading provider of trading and workflow automation software, is seeking a Technical Support Analyst to join their Americas Technical Support team in Chicago. This role is perfect for recent graduates or professionals with up to 3 years of experience in the tech industry.
As a Technical Support Analyst, you'll be responsible for providing second-level technical application support for ION's equities and derivatives customers. You'll investigate incidents, prioritize tasks, and communicate effectively with clients. This position offers an excellent opportunity to grow within the company and develop expertise in technology, financial products, trading, client support, product management, and technical account management.
Key responsibilities include investigating and resolving technical issues, maintaining knowledge of supported software, participating in system checks, and developing strong relationships with other departments. You'll also be involved in service restoration during software or hardware failures, capacity planning, and Business Continuity testing.
The ideal candidate should have a BS in Computer Science or related field, ability to read and understand code (C++, TCL, UNIX/Shell Scripting), and strong problem-solving skills. You should be dynamic, resilient, and objective, with excellent communication skills and a customer-centric approach.
ION Group offers a diverse and inclusive work environment, with offices in over 40 cities globally. Join a rapidly expanding team of visionary innovators and contribute to transforming businesses worldwide. This role provides an exciting opportunity to work with cutting-edge technology in the financial sector while developing a wide range of technical and business skills.
Responsibilities For Technical Support Analyst
- Investigates incidents assigned to them
- Prioritizes incidents and keep them up to date on the internal incident tracking system
- Communicates updates effectively and promptly to the client
- Builds up and maintains a knowledge of the software supported, including database structure and configuration files to assist in issue investigation
- Deals with unexpected events or failures which limit clients use of the supported systems
- Carries out application system checks, aiming to identify and resolve issues before they impact clients
- Develops strong working relationships with other departments to assist with the delivery of our service to clients
- Adheres to 'best practice' and department procedures for client communications, incident progression and investigation
- Participates in the team shift patterns and assists with weekend work and out of hours escalation when required
Requirements For Technical Support Analyst
- BS in Computer Science, Computer Engineering, or equivalent degree
- Ability to read and understand code in one or more of the following: C++, TCL, UNIX/Shell Scripting
- Have an enquiring mind with an analytical and proactive approach to problem solving, even 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
- 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
