Dealogic, a division of ION Analytics, is the market leader in providing solutions to Investment Banking, Capital Markets, Sales, Trading & Research and Institutional Investors.
Our mission is to enable the global capital markets to operate in the most effective and impactful way. We do this by connecting investment banks and the buy-side via our innovative and market leading solution, which integrates content, analytics and technology.
Our platform is used by the world’s leading financial institutions.
The Technical Support Engineer will work closely with client-based IT groups, internal client engagement teams and product specialists to provide seamless high quality support.
Individuals in this position will act in an escalation capacity for high impact issue resolution.
The Technical Support Engineer is responsible for managing frontline relationships with our clients. This includes dealing with client queries, identifying and resolving issues.
Duties and Responsibilities
Deliver application support services to clients through various communication channels
Liaise with client IT for software packaging, user rollouts, upgrades, troubleshooting and integration with backend processing systems
Understand hardware, software, compliance and monitoring requirements to maintain extremely high client satisfaction levels
Ensure other client facing teams, both IT and non-IT are fully informed of incidents and events
Assist in IT project management tasks to ensure project delivered on time
Occasional weekend support roster for system release is required
2-5 years of experience in application support or related roles
Practical knowledge of financial markets and applicable regulations
Spoken language ability : Cantonese and English is a must, with minimum basic conversational mandarin skills
Written language ability : Fluency in both Chinese and English language is preferred
Ability to work under pressure and often to conflicting demands
Ability to prioritise and reprioritise work due to changing business / client requirements
Excellent communication skills with experience of dealing with external stakeholders
Creative and analytical approach to problem solving
Proven experience working in a client facing role
Fresh graduate will also be considered
Key Personal Attributes
Enjoy working on a diverse range of projects
Possess a strong passion for learning and understanding new technologies, techniques, tools, etc.
Able to adapt to new projects, tasks and teams and changes in direction quickly
Demonstrates courage and integrity
Independent thinking and working plus an affinity for problem-solving
Education / Qualification
Bachelors degree in Computer Science or related discipline