Technical Support Analyst – 4421
Client Services, Full-time, Noida
This role has been filled
The Technical Support team provides technical 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. This position is for our Noida office.
About us
ION is a leader in Financial Technology, Automation and Data. The products are developed using enterprise class Open Source Software and ION Core Technology to provide a unified solution to our users delivered either On-Premise/On-Cloud/Software as a Service.
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.
With decades of industry experience and a track record of delivering mission-critical solutions, our global team is focused on building long-term partnerships with our customers so that we can help transform their business through continuous innovation.
With a dynamic team of 6,000+ employees, 45+ global offices, and over 4,800 clients worldwide, ION provides an unparalleled experience for those who share our passion for growth and technology evolution.
Learn more at iongroup.com
ION is reinventing the way business is done through innovations in automation technology. Our software improves decision-making, increases efficiency, simplifies complex processes, and empowers people.
Your role
Investigates incidents assigned to them by the Service Desk
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
Your skills, experience, and qualifications
Required
Bachelors or Masters in Computer Science, IT Engineering, or related work experience
Excellent written and verbal communication skills
Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure
Ability to read and understand code in one or more of the following: C++, TCL, UNIX Scripting
Ability to troubleshoot and approach problem solving in a logical manner
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