Technical Support Analyst

ION Group

ION Group

5,001-10,000 employees

Holding company

Data & Analytics

Junior, Mid

Toronto, ON, Canada

Required Skills
  • BS in Computer Science, Computer Engineering, or equivalent degree
  • Ability to read and understand code in one or more of the following: C++, TCL, UNIX/Shell Scripting
  • Exposure to Java or other mainstream programming languages
  • Excellent interpersonal skills, flexibility, enthusiasm, and aptitude for software applications
  • Ability to troubleshoot and approach problem solving in a logical manner
  • Good grounding in and desire to develop technical skills in areas such as database technologies and system performance
  • Dynamic, resilient, and objective, delivering rapid and accurate solutions to incidents raised by customers
  • Excellent written and verbal communication skills
  • Working knowledge of networks and network infrastructure is desirable
  • Work closely with Fidessa employees and clients to provide effective and high-quality technical support
  • Develop personal skill set in the financial trading world, with a dual emphasis on both the technology and the business of trading
  • Learn the business and compliance regulations which shape the financial industry
  • Develop knowledge of futures and options trading, including order and business flows, market data, etc.
  • Master industry-wide protocols used to communicate with exchanges around the globe
  • Communicate highly technical concepts to both technical and non-technical audiences
  • Investigate incidents assigned to them, particularly as they relate to millisecond latency
  • Prioritize incidents and keep them up to date on the internal incident tracking system
  • Communicate updates effectively and promptly to the client
  • Build up and maintain knowledge of the software supported, including database structure and configuration files to assist in issue investigation
  • Deal with unexpected events or failures which limit clients' use of the supported systems
  • Carry out application system checks, aiming to identify and resolve issues before they impact clients
  • Develop strong working relationships with other departments to assist with the delivery of service to clients
  • Adhere to 'best practice' and department procedures for client communications, incident progression, and investigation
  • Participate in the team shift patterns and assist with weekend work and out-of-hours escalation when required

ION software wants to help improve decision-making, increase efficiency, simplify complex processes and empower people. They enable financial institutions, central banks and corporations to digitize and automate their most business critical processes.

Company Stage


Total Funding



, United Kingdom



Growth & Insights

6 month growth


1 year growth


2 year growth



Health, dental, and vision insurance

AD&D and disability insurance

Flexible spending account

Health savings account

Life insurance

Mental health care

401K plan

Performance bonus

Supplemental workers' compensation

Family medical leave & parental leave

PTO, paid holidays, sick days, bereavement leave, and volunteer time off

Commuter checks

Company social events

Employee assistance program

Free lunch

mobile phone discount