The Asia Pacific 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.
Duties and Responsibilities
Investigates incidents assigned to them.
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
Hold a Computer Science, Computer Engineering, or equivalent degree
Have an enquiring mind with an analytical and proactive approach to problem solving, even when under pressure
Good grounding in and desire to develop technical skills in areas such as database technologies and system performance.
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
Technical Support Analysts need to be dynamic, resilient and objective, delivering rapid and accurate solutions to the incidents raised by customers
Excellent written and verbal communication skills
Fluent in spoken and written English, Mandarin and / or Cantonese strongly preferred
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
A strong desire to develop a deep understanding of financial markets and business flows and system functionality
Working knowledge of networks and network infrastructure is desirable