EMS Support - Client Support Engineer I

JOB DESCRIPTION: Client Support Engineer I

Analytic and Trading - Front Office Solution - EMS Client Services Shared Service - Trade Support

Primary Purpose: 

To ensure timely and high-quality responsiveness on to FactSet EMS and Portware Trade Support desk.

Ensure that technical issues do not prevent FactSet’s sales teams from either signing on new clients or growing existing business by providing advanced technical support for FactSet’s products. Includes assistance with installation, connectivity, crashing, slowness, and Office integration.

JOB SUMMARY:

Support Engineer I is responsible for providing world class service and support to our clients. Focus on production support for Portware and FactSet EMS and monitor our hosted infrastructure; to perform routine system maintenance and handle internal & client implementation projects. Foster teamwork, collaboration, drive innovation and automation to improve efficiency to meet team and company goals. 

JOB RESPONSIBILITIES:

• 80% Provide reactive level I and II technology support to the FactSet users via phone, email, and remote assistance
• Resolve client issues with installation, connectivity, crashing, slowness, security, and Office Integration
• 10% Provide proactive technology support to the FactSet users via phone, email, and remote assistance
• Resolve client issues with installation, connectivity, crashing, slowness, security, and Office Integration
• 10% Monitor team mailboxes for client issues and client emails that have bounced back Resolve client issues and notify the account team of client emails that have bounced back
• Work on roster in our 24*6 schedule.

JOB REQUIREMENTS:

• Networking, computer engineering, and application troubleshooting
• Fluent in English. Capable to articulate the problem to internal escalation point and explain the solution on a complex issue.
• Strong analytical and problem solving skills
• Excellent time and task management abilities; Self motivated with good discipline.
• To read and interpret technical documentation and to create document for the fellow team member.
• Excellent problem solving, planning, organizational skills
• Hands-on experience with FIX protocol, EMS/OMS and other financial software is highly preferred

What makes it interesting?

• Exposure to a broad range of cutting-edge technologies like FIX Protocol, OMS/EMS, JAVA, Oracle DB, Various server OS Platforms (Windows, Linux, Solaris etc), Scripting (shell, batch, powershell etc), VWware, Citrix, Networking skills
• Ability to make a meaningful contribution to a tight-knit team
• Freedom to come up with creative solutions to real-world problems and drive efficiencies internally and with our clients
• Direct working relationships with the some of the most influential buyside institutions on the planet.
• Working alongside individuals who are true leaders in the field.

At FactSet, we celebrate diversity of thought, experience, and perspective. We are committed to disrupting bias and a transparent hiring process. All qualified applicants will be considered for employment regardless of race, color, ancestry, ethnicity, religion, sex, national origin, gender expression, sexual orientation, age, citizenship, marital status, disability, gender identity, family status or veteran status. FactSet participates in E-Verify.

Returning from a break?

We are here to support you! If you have taken time out of the workforce and are looking to return, we encourage you to apply and chat with our recruiters about our available support to help you relaunch your career.