JOB TITLE: GSOC Support Analyst w CCNA LOCATION: HYBRID – 3 days per week on site in downtown NYC – 2 days work from home TARGET COMPENSATION: $70,000 - $80,000 + full benefits ***OVERTIME ELIGIBLE at time and a half
Our client is a fintech company that supports the financial industry with cutting edge cloud-based trading communications and managed connectivity.
Position Summary and Mission
Our Service professionals are focused on client care and monitor our clients’ voice, electronic communications and trading infrastructure throughout the day and night. Our global service operation (GSOC) located in London, New York, Singapore and Kuala Lumpur operates a seamless and consistent follow the sun support approach, to ensure round the clock availability to our clients. Our Service professionals strive to go beyond client expectations, building unique relationships with each client. The GSOCs 24/7 service center is extended by highly skilled technical support personnel located in principle financial centers across the globe, enabling local support in local language for end-to-end service level consistency.
Provide first line diagnostics and Tier 1 troubleshooting technical support to clients via various communication channels, including but not limited to: telephone, email or web.
Open Incident, Change Request and Service Request tickets and manage throughout the ticket lifecycle.
Ensure that tickets and clients are updated per defined intervals, as documented within Incident lifecycle procedures.
Log all troubleshooting steps and statistics in the ticketing system.
Dispatch cases to Tier 2 in a timely manner for additional investigation when appropriate.
Escalate incidents to first level escalation following the defined escalation process.
Work with telecommunications and service providers globally to ensure timely fault resolution and escalating within our providers when necessary.
Monitor network performance across a variety of platforms and proactively manage related event notifications.
Liaise closely with Tier 2 and other engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.
Produce reports – e.g. major outages, fault resolution, statistics, etc.
Document new process and procedures as and when required.
Identify areas for improvement and communicate these clearly and professionally to the management team.
Knowledge Skills and Experience Required
Client service professional with proven Service Desk experience (minimum 2 years).
Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.
Cisco qualification (CCNA or better), or other relevant industry standard certification.
Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
Demonstrable experience of fault isolation and troubleshooting within an MPLS environment.
Varied exposure to Internet technologies and platforms.
Networking fundamentals knowledge LAN/WAN, Routing, Switching etc.
Knowledge of Trading and Compliance Platforms
Working knowledge of industry standard ticketing tools including: Remedy, Service Now etc...
Working knowledge of industry standard proactive alarm monitoring tools.
Excellent oral and written communications skills (English).
Strong work ethic and an energetic, influential, and diplomatic work style.
Ability to provide shift cover as part of the GSOC team roster and which will include weekends and public holidays.
Bachelor’s Degree or equivalent work experience.
Experience in ‘translating’ technical information into business appropriate language.
Strong technical acumen with ability to learn and be able to provide immediate solutions
Knowledge of global financial markets and market data products.
Experience in Financial Services network environments with knowledge of trading voice equipment desirable.
Working knowledge of Business Objects or similar reporting tool.
Bi/ Multi-lingual (Asian regional languages preferred)
If you are interested in pursuing this opportunity, please respond back and include the following:
MS WORD Resume
Upon receipt, I will contact you to schedule a convenient time to discuss the position.