IBS Client Service- Client Support Engineer- Front Office Support

ABOUT FACTSET

FactSet combines hundreds of databases into a single, powerful information system. It is a one-stop source for financial information and analytics for business analysts, portfolio managers, investment bankers/management firms, and other financial professionals to analyze companies, portfolios, markets & economies. FactSet was formed in 1978 and operates out of 37 offices in 20 countries, worldwide. FactSet with over $1.6 billion in annual revenues is headquartered in Norwalk, Connecticut, and employs nearly 10000 people worldwide. Our operations extend within North America as well as Europe and the Pacific Rim. Since 1996, the Company has been publicly traded on the New York Stock Exchange under the symbol FDS.

VALUES THAT DEFINE OUR CULTURE

We are unified by the spirit of going above and beyond for our clients and each other. We look to foster a globally inclusive culture, enabling our people to be themselves at work and to join in, be heard, contribute, and grow. We continually seek to expand our workforce with diverse perspectives, backgrounds, and experiences. We recognize that our best ideas can come from anyone, anywhere, at any time and help us provide the best solutions for our clients around the globe. Our inclusive work environment maximizes our diversity values, engagement, productivity, and ultimately makes FactSet a fun place to work.

PROCESS BRIEF

Support Engineer is responsible for providing world-class service and support to our clients. Focus on production support for Portware and FactSet EMS and monitor our hosted infrastructure; to perform routine system maintenance and handle internal & client implementation projects. Foster teamwork, collaboration, drive innovation and automation to improve efficiency to meet team and company goals.

JOB RESPONSIBILITIES

• Provide reactive level I and II technology support to the FactSet users via phone, email, and remote assistance.
• Resolve client issues with installation, connectivity, crashing, slowness, security, and Office Integration.
• Provide proactive technology support to the FactSet users via phone, email, and remote assistance.
• Resolve client issues with installation, connectivity, crashing, slowness, security, and Office Integration.
• Monitor team mailboxes for client issues and client emails that have bounced back Resolve client issues and notify the account team of client emails that have bounced back
• Work on roster in our 24*6 schedule.

JOB REQUIREMENTS

• 3-5 years experience.
• Networking, computer engineering, and application troubleshooting.
• Fluent in English. Capable to articulate the problem to internal escalation point and explain the solution on a complex issue.
• Strong analytical and problem-solving skills.
• Excellent time and task management abilities; Self-motivated with good discipline.
• To read and interpret technical documentation and to create documents for the fellow team member.
• Excellent problem-solving, planning, organizational skills.
• Hands-on experience with FIX protocol, EMS/OMS and other financial software is highly preferred.

What makes it interesting

• Exposure to a broad range of cutting-edge technologies like FIX Protocol, OMS/EMS, JAVA, Oracle DB, Various server OS Platforms (Windows, Linux, Solaris etc.), Scripting (shell, batch, powershell etc.), VWware, Citrix, Networking skills
• 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 some of the most influential buyside institutions on the planet.
• Working alongside individuals who are true leaders in the field.

DIVERSITY

At FactSet, we celebrate diversity of thought, experience, and perspective. We are committed to disrupting bias and a transparent hiring process. All qualified applicants will be considered for employment regardless of race, color, ancestry, ethnicity, religion, sex, national origin, gender expression, sexual orientation, age, citizenship, marital status, disability, gender identity, family status, or veteran status. FactSet participates in E-Verify.

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