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Technical Support Engineer

Finastra

Remote

#9167

Position summary

ness drivers; uses this understanding to accomplish own work
• Understands business domain and has familiarity with product, applications and business requirements supported

Leadership
• No supervisory responsibilities but provides informal guidance to new team members
• May handle some escalated technical issues

Problem Solving
• Solves problems in straightforward situations where analysis of situations or data require a review of a variety of factors; exercises judgement within defined methods and practices to determine appropriate action
• Gathers information and requirements in order to solve problems

Impact
• Impacts quality of own work and the work of others on the team

Interpersonal Skills
• Explains complex information to others; gathers and translates business requirements

The Global Career Framework is part of Power of 3 that provides insights points to help you understand what good looks like. Finastra Competencies build on our Power of 3 which provide more richness to expectations for all our employees around the values and observable, measurable skills and behaviors that are expected of each of us. Our competencies are aligned to Finastra Values which outline what each and every Finastra employee is expected to embody, exhibit and model in their interactions and the competencies help build this out more and provides the bases for how we can continue to evolve our role modelling of the Finastra Values.

Individual Contributors Competencies: Customer Focus, Action Oriented, Drives Results, Self Development, Instils Trust, Situational Adaptability, Courage, Being Resilient, Tech Savvy, Cultivates Innovation, Collaborates, Communicates Effectively

People Manager & Leader Competencies: Customer Focus, Action Oriented, Decision Quality, Plans & Aligns, Ensures Accountability, Instils Trust, Situational Adaptability, Strategic Mindset, Collaborates, Builds Effective Teams, Attracts & Develops Talent

Check on InFINity for more information on Finastra Competencies.

Responsibilities

What will you contribute?

The Technical Support Engineer also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client's premises.

Responsibilities & Deliverables:

Your deliverables as a Technical Support Engineer will include, but are not limited to, the following:

  • Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs

  • Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments

  • Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams

  • Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality

  • Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported

  • Validate defects thoroughly by ensuring that the described scenarios are fixed

  • Build and provide simple scripts with the assistance of senior colleagues when necessary

  • Write technical specifications and best practices documentation

  • Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed

Required Experience:

  • University degree in Computer Science, Mathematics, Business IT or related major
  • Very good knowledge of C/C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
  • SQL/ Java/ C#
  • Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
  • Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plus
  • Excellent written and verbal communication in English
  • Analytical abilities, attention to detail, stability, responsibility as well as customer focus
  • Ability to work independently as well as part of a customer facing team