1st/2nd Line Support Analyst - Financial/Banking

1st/2nd Line Support Analyst - Financial/Banking

Candidates will either be Degree Educated (ideally Computer Science) or have a minimum 2 years relevant work experience for this exciting role working at a Financial organisation in the city with the opportunity to gain some invaluable skills.

About The Role:

• Providing 1st/2nd Line Support OS and Application Support
• Answering phone calls and monitoring help desk systems, troubleshooting issues and escalating when necessary.
• Maintain a high degree of customer service for all support queries
• Performing troubleshooting and collection of information for effective issue diagnosis and internal escalation
• Maintain security reference data for the admissions/withdrawals/amends/edits of securities across all platforms.
• Maintain and enhance knowledge base and documentation.
• Work with other departments (Compliance, Surveillance, Infrastructure and Sales) to ensure appropriately monitored live operations of all platforms

Minimum Required Skills:

• Degree level qualification and/or 2 years of experience
• Proficient with Microsoft Excel/Office, Windows Desktop/Server
• Prior experience in operations or a technical support role
• Excellent communication skills with an ability to explain technical concepts in simple terms to a non-technical audience
• Confidence to take inbound calls and make outbound calls
• Ability to write SQL queries and a strong understanding of relational databases
• Some experience with Unix/Linux - Red Hat, Ubuntu, Rocky
• Previous use of GIT version control or similar
• Scripting experience in any - Python, Bash/Shell or similar

Desirable Skills:

• Previous Applications Support experience including Installation/Troubleshooting
• Experience with Binary Protocols
• Dashboard creation in Grafana
• Previous experience with Atlassian product suite
• Basic networking concepts and troubleshooting - TCP/UDP, Telnet, IP, Ports etc

Highly Desirable Skills:

• Previous Financial/Banking Experience
• Experience with FIX Protocol - Client Onboarding/Troubleshooting
• Some Trade Floor/Market Data Support
• Any business knowledge to include Equities, Fixed Income, Futures & Options would be highly beneficial
• Degree in Computer Science