Support Engineer

Ion

| Madrid, Community of Madrid, Spain (On Site) | Full Time | 10 months ago

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Job Summary

We are seeking a Service Specialist to support the delivery, maintenance, and support of services. You will assist customers with technical and functional issues, conduct technical investigations, keep customers informed, and report software defects to development teams. Responsibilities include responding to inquiries via phone, email, and case management, tracking resolutions, communicating updates, building product knowledge, and resolving system failures. You will also perform application system checks, collaborate with other departments and vendors, support new product testing, assist with service deployments, participate in IT security activities, and adhere to best practices for client communication and incident progression. The role may involve shift work and weekend support.

Must Have

Respond to customer technical and functional inquiries.
Track inquiry resolution progress.
Communicate client updates promptly.
Troubleshoot and solve problems logically.
Excellent English and Spanish communication skills.
EU Work Permit.

Good to Have

Knowledge of Linux/Unix and command line.
Knowledge of SQL and PL/SQL.
Knowledge of IT security best practices.
Financial industry knowledge.

Perks & Benefits

Supportive and inclusive environment.
Opportunities for career growth.

Job Description

The Role:

We are looking for a Service Specialist that will be involved in the current and future delivery support and maintenance of services. You will play a key role in assist customers both from technical and functional point of view. The Service Management 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.

Key Responsibilities

Responds to customers’ inquiries relating to technical and functional issues with our products through phone, email, and case management system.
Track inquiry resolution progress.
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 affect clients.
Develops strong working relationships with other departments and third-party vendors to assist with the delivery of our service to clients.
Supports customers on testing new or changed products and services to ensure that they meet defined requirements.
Assists with releases and deployments of services components.
Participates in all the activities related to the IT security and cybersecurity with the aim of mitigating risk and supporting recovery programs for the area of responsibility. Runs system analysis to identify potential issues.
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.

Required Skills, Experience, and Qualifications

Degree in Computer Science, Computer Engineering or related technical degree or equivalent work experience.
Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure
Good knowledge of Linux (and/or other Unix), and familiarity at the command line is preferred.
Good knowledge of SQL and PL/SQL language.
Knowledge of IT security and cybersecurity best practices.
Ability to troubleshoot and approach problem solving in a logical manner.
Knowledge of financial industry is considered a plus.
Excellent written and verbal communication skills in English and Spanish.
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.
Willingness to work shifts.
Availability to work on weekends.
EU Work Permit.

About Us:

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. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.

• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.

ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe,

Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.

ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.

ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.