Technical Support Analyst

The Role:The Asia Pacific Technical Support team provides technical support to equities and derivatives customers and forms part of ION Markets global support team. The team is responsible for technical investigation, keeping customers updated and reporting potential software defects to Development teams. Technical Support also takes the lead in service restoration in the event of software or hardware failures, capacity planning and Business Continuity testing of the Hosted environment.

Key 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<...