Technical Support Analyst at ION in Jersey City, NJ

Summary: ION is a leading provider of trading and workflow automation software, catering to a diverse clientele including financial institutions and corporations. They are seeking a Technical Support Analyst to provide second-level technical application support, focusing on incident investigation, communication with clients, and maintaining software knowledge to assist in issue resolution. Responsibilities: - 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 Qualifications: - BS in Computer Science, Computer Engineering, or equivalent degree - 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 Required Skills: C++, TCL, UNIX/Shell Scripting Important Skills: Database technologies Nice-to-Have Skills: Network infrastructure, Analytical problem solving, communication, Time management, Customer perspective