Senior Specialist - Technical Support

Role & responsibilities

The Senior Technical Support Specialist provides technical and application support for Linedata's front and middle office product lines.The Senior Technical Support Specialist role is a Level 2 technical position, responsible for providing support to the Level 1 Support Helpdesk through the means of internal triage and escalation. Support issues involve both technical and business-related issues, so the Senior Technical Support Specialist will be expected to work and communicate effectively with both internal Linedata resources (Level 1 Support, DBAs, Developers, Product owners, etc.) and, at times, end users (Traders, Business Analyst, Compliance Officers, Trade Support, etc.) of the Linedata Product suite. The ideal candidate needs to be able to efficiently diagnose, troubleshoot, resolve and escalate issues as needed. In addition, the ideal candidate will be involved in helping with on-boarding and mentoring new employees, as well as collaborating with current employees.This position will require weeknight and weekend availability for month-long support on-call rotation, twice to three times per year.Essential Duties/Responsibilities

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application      use and configuration.
• Provide prompt and accurate  responses to customers within SLAs as defined by the level of Service      purchased by the customer.
• Properly prioritize all customer  incidents.
• Foster and maintain mentoring relationships with Level 1 Support Helpdesk employees.
• Understand and use Linedatas proprietary issue management tool, KEN including how to update, escalate and resolve incidents.
• Ability to interact with various levels of client and firm management through both written and verbal communications.
• Report software issues to Product Development via documented processes and procedures, including replicating      the issue when possible and performing all due diligence.
• Identify workarounds to bugs and customer issues whenever possible.
• Manage multiple client issues simultaneously.
• Identify common issues and techniques for addition to Knowledge Base.
• May support senior teams on client projects to learn through experience.
• Work to understand client's business needs above and beyond the immediate requirements.

Competencies

• Task Management – Organizing and prioritizing tasks. Managing time to maximize personal productivity. Estimating task duration and completing tasks when promised. Multi-tasking.
• Complex Problem Solving — Identifying complex database performance or operational problems. Reviewing related information to develop and evaluate options and implement solutions.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative      solutions, conclusions or approaches to problems. Making good decisions and solving problems while under pressure.
• Attitude & Teamwork– Projecting confidence tempered with humility. Must be a team player willing both to      steer the team towards success and to fully support the team when others are steering.
• Deductive Reasoning — The ability to apply general rules to specific problems to produce answers.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. Recognizing      there is a problem and informing the resources who can address the problem.
• Analyzing Data or Information — Identifying the underlying principles, reasons, or facts of information by      breaking down information or data into separate parts.
• Thinking Creatively — Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Requirements
• Bachelor’s degree in relevant field.
• 5-7 years technical software support experience.
• Experience working in a financial services/software client support environment with an understanding of buy side trading applications, protocols, and interfacing applications. (OMS, EMS, FIX protocol, etc).
• Knowledge of IT infrastructure and Windows OS in a support related setting.
• Solid business acumen and awareness of trading/portfolio management/trade operations implications of decisions.
• Candidates must be ambitious, self-driven, and looking to work in a fast-paced environment.
• Ability to thrive in a collaborative and team driven environment that requires flexibility, good judgment and sound decision-making based on limited information and/or extreme conditions.
• Strong problem solving and troubleshooting skills with a sense of urgency to be able to quickly and confidently assess risks as it pertains to client deliverables/tasks as they arise.
• Excellent oral and written communication skills.
• Proven ability to understand and develop concept driven solutions and problems.
• Ability to work on an on-call basis and provide coverage during non-standard (M-F 8-6) business hours including public/market holidays.
• Mindset for automation, rather than creating and continually supporting manual processes.
Demonstrated technical skills in some or all of the following areas:
• General Sysadmin expert.
• Comprehensive knowledge of Windows Systems and applications.
• Very strong working knowledge of SQL: reading and developing complex T-SQL, develop and analyze stored procedures, use tracing tools such as SQL Profiler, PSSDiag, SQLNexus to investigate performance issues, etc.
• Working knowledge of ETL (i.e. Powershell, SSIS, Python)
• Working knowledge of Scheduling Systems and the ability to both create and modify automated processes.
• Exposure and working knowledge of creating re-usable Powershell scripts
• Understanding of File Transfer Protocol (FTP), including encryption techniques such as PGP and SFTP.
• Exposure and working knowledge of Cloud Infrastructure (AWS, Azure)
• Exposure and working knowledge of network and domain architecture.
• Exposure and working knowledge of RDBMS
• Exposure to programming environments a plus (e.g. Visual Studio and Visual Studio Code)
• Exposure to programming languages a plus (e.g. C++\VB\.C#\.NET)

Preferred candidate profile

Perks and benefits