Client Support Engineer
FactSet Research Systems Inc.
Hong Kong, HK

Job Type Full-time Career Level Experienced (Non-Manager) Category Client Solutions, Engineering, Finance, Project Management Education Bachelor's Degree Job Description

Client Support Engineer

Primary Purpose : To ensure timely and high-quality responsiveness on Portware's front-line (Level 1) support desk in Asia.

Key Responsibilities :

  • Work with business as 1st level technical contact, understand and analyze product related problems and work towards the resolution.
  • Work with regional broker-dealers and exchanges on behalf of our clients to resolve trade-related issues via FIX protocol.
  • Actively identify incidents and manage incident resolution process
  • Work with appropriate support providers to analyze root cause and provide permanent fix or temporary workaround.
  • Escalate issues on a priority basis
  • Proactive monitoring and management of business-critical systems, legacy applications, data handling and data delivery infrastructure to identify issues, trends and potential problem areas.
  • Carry out tests in production, UAT and development scenarios
  • Ensure compliance with departmental policies & practices.
  • What makes it interesting?

  • Exposure to a broad range of cutting-edge technologies
  • Ability to make a meaningful contribution to a tight-knit team
  • Freedom to come up with creative solutions to real-world problems and drive efficiencies internally and with our clients
  • Direct working relationships with the some of the most influential buyside institutions on the planet.
  • Working alongside individuals who are true leaders in the field.
  • Job Requirements

    Education / Qualifications :

    B.Tech / M.C.A. / M.Tech / M.S

    Experience :

    2-3 years in application support

    Mandatory Skills :

    Excellent communication skills in English read, write, listen and speak

    Excellent problem solving, planning, organizational skills

    Hands-on experience with FIX protocol

    Basic knowledge of database, testing and networking

    Must be willing to help people, at all levels within the organization, solve problems with a patient and composed demeanour.

    Able to work according to a shift schedule.

    Preferable Skills :

    Previous experience in financial services a clear plus, but other relevant industries will be considered based on project depth.

    Exposure to electronic trading concepts & trading systems

    Technologies :
  • FIX Protocol
  • Oracle DB
  • Various server OS Platforms (Windows, Linux, Solaris etc)
  • Scripting (shell, batch, powershell etc)
  • Citrix
  • Networking skills (basic)
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