Responsibilities

• Lead projects and team members when needed.
• 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

Required Experience, Skills and Competencies

• BS in Computer Science, Computer Engineering, or equivalent degree.
• 5+ years of experience in application, technical support.
• Some experience as a team lead is preferred
• 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 would also be acceptable.
• 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 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
• 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