Application Support

The Application Support role is within a large global support team providing first, second and third line support on a range of leading Capital Markets software, ensuring a quality service for our clients through timely and accurate solutions to raised incidents.

Key Skills

  • SQL Query /Unix experience required.
  • Strong technical skills in JavaScript, SQL, HTML, Oracle and CSS would be advantageous.

Duties

  • Receive customer support calls and accurately log and profile them.
  • Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible.
  • Research issues and interrogate support materials and knowledge bank to source solutions.
  • Log bugs and major incidents with 3rd line support.
  • Perform customer call backs and monitor calls through to resolution.
  • Actively manage customer satisfaction and provide timely updates on call progress.
  • Provide advice and guidance on how best to configure systems to meet customer requirements.
  • Pursue system traces or queries concerning customer databases in order to gather enough. information to be able to triage calls and assess the need for workarounds or application fixes.
  • Roll out version upgrades for customers and where necessary, carry out customization rewrites or migration.
  • Engage in small managed development projects such as system connectors and screen designs.
  • Work on a 24/7 support shift plan to support our global customer base.
  • Perform occasional customer site visits as required.

We’re a leading provider of products and consulting services to the capital markets industry, with over 2100+ staff globally. First Derivatives (FD) is a provider of high-performance time series database software to a variety of industries as well as regulatory and IT consulting services to the capital markets industry. The combined proposition gives FD a differentiated offering within capital markets, an industry increasingly challenged by regulation and data management. Additionally, FD has begun to establish itself in a number of industries outside of capital markets.

Benefits including pension, healthcare, business expenses, competitive holidays and more.


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