About This Role
This technical support role is responsible for troubleshooting and supporting multiple products and platforms within FIS Brokerage, focusing on SGN applications and system-level monitoring. The position also involves resolving connectivity issues for various clients and vendors, working within a complex Linux environment.
Responsibilities
- Provide L1 monitoring and production support
- Monitor connectivity between clients and the FIS Brokerage network
- Monitor and investigate error alerts from various systems
- Provide first-level technical system support for multiple customers, including some implementation of network connectivity for new and existing customers
- Communicate with internal and external clients
- Answer client questions relating to transmissions and connections
- Document, track, and monitor client incidents in the ticketing system to ensure timely resolution
- Prioritize and escalate 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 procedures as defined
- Perform other related duties as assigned
- Support 24x7x365 operations (rotating on-call and holiday support is required)
Requirements
- 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
- 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 tickets for production issues and change requests
- Effective use of listening skills to develop an understanding of client inquiries and problems
Nice to have:
- Demonstrated experience troubleshooting both Linux and Windows Servers
