Technical Support Specialist job description

Perform technical troubleshooting on trickier issues in order to assist product / engineering teams in solving them

Triage / Troubleshoot potential bugs (P0 / P1) and coordinate with cross functional teams for resolution
Gain understanding across tools to guide and coach team on best practices on continuous improvement Mentor / lead the analysts and own the workflow operations Identify top issue drivers and escalate to tool owners for proactive resolution Create / maintain process playbooks to scale the associated service model Performing impact and Root cause analysis Analyze issue trends & prepare summary for stakeholders Work on automations and process improvements using historical data Facilitate trainings & ramping of team members on new product / feature launches


Skills/Experience/Education


Required:

Minimum 4 - 6 years of experience with strong knowledge in SQL Scripting (hands-on experience in previous roles) Degree in Computer Science / Engineering or relevant domain Experience working with Technical Service Desk operations (no hardware, desktop support, networking or helpdesk roles) Ability to quickly learn, understand, and work with new emerging technologies, methodologies Ability to work individually and as part of a team with Meticulous attention to detail

Preferred:

Experience in Digital advertising, Customer management, Project management skills, Stakeholder management skills Should have demonstrated operational abilities to drive impact in a fast-paced environment while maintaining an eye for detail. Effective communication skills, with the ability to provide updates to senior executive leadership. Delivery-focused mindset, with the drive to solve complex problems through analytics and structured root cause problem-solving Demonstrated motivation and interest in making tools that work seamlessly for our sales representatives.

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.


Qualifications

Technical Skills

SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1 Speaking English PL1 Required 2 Customer Service PL1 Required

Domain Skills

SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1 Online/Digital Marketing NA Desired

* Proficiency Legends

Proficiency Level
Generic Reference
PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

SMBC Capital Markets, Inc. is a market maker for swaps, including interest rate, currency and commodity swaps and related derivative products, headquartered in New York as a wholly owned subsidiary of SMBC. SMBC Capital Markets, Inc. was provisionally registered as a swap dealer with the Commodity Futures Trading Commission on December 31, 2012. Our business works in close collaboration with SMBC Nikko Capital Markets, Capital Markets Limited in the UK, and SMBC Capital Markets Asia, Ltd in Hong Kong to provide global coverage to SMBC's corporate, institutional, and project clients. Capital Markets maintains its own middle and back-office functions, including Risk Management, Compliance, Systems, Finance, and Operations.

This is for the Distributed Computing Support role within the Systems Infrastructure department in Technology. You will work in a fast-paced team environment supporting our Trading floor, middle, and back-office users.
The position will be primarily located in the New York office at 277 Park Ave.
We are looking for a Distributed Computing Engineer with 2+ years of experience with the following:
- Solid experience with Microsoft Windows 10 Desktop Operating Systems
- Solid experience with Microsoft Office (Outlook, Word, Access, Excel, PowerPoint), desktops, printers, laptops, mobile devices
- Solid experience with Market Data and Trading Application support
- Ability to work in a fast-paced dynamic environment and multi-task effectively to deal with changing priorities.
As first level support, you will be responsible for fielding and resolving user inquiries. You will answer, resolve, and document issues either on the phone, or during a desk side visit. You must have the ability to identify and organize problem tickets with priority, and route to the appropriate staff if needed.
The candidate will have ample opportunity for technical growth. The ideal candidate will be an ambitious self-starter that takes the initiative.
Responsibilities
-Responsible for following established guidelines and identifying and resolving problems
-The individual at this level is expected to use some independence of thought, though can refer more complex problems to supervisors or other experts as needed.
-May also be accountable for regular reporting or process administration as owner.
-Responsible for making sure ALL user requests are entered into the ticketing system
-Responsible for move, add, change (User equipment and software)
-Provide early and or late coverage (7am / 7pm)
-Occasional travel to off-site BCP locations with in the Tri-state area.
-Provide on-site support 5-days a week (unless a BCP event occurs)
-Responsible for tape backup workflow (tape rotations, end of month tapes, restores)
-Responsible to ensure proper inventory is in place (workstations, monitors, keyboard, mice, KVMs)
-Responsible to make sure all UAM and RAISE requests are processed in a timely manner
-Responsible for creating/maintaining documentation and FAQs -
-Resolve user support issues in a timely manner
-Thorough familiarity with Windows, and Microsoft Office applications and collaboration tools
-Knowledge of Market Data (Reuters / Bloomberg) and other trading application
-Knowledge of Active Directory, Windows Server, and Desktop
-Work on assigned Distributed Computing projects and tasks
-Follow the change control processes and procedures
- Research and recommend innovative solutions and where possible automated approaches for system administration tasks
-Maintain effective communication with the Systems Infrastructure team and management
-The candidate is required to update/maintain all documentation and will be tasked with improving such documentation as required.
- Late night and weekend work may be necessary at times for installations, patching, upgrades, and maintenance
Qualifications
We are looking for a Distributed Computing Support Engineer with 2+ years of experience
- Solid experience with Microsoft Windows 10 Desktop Operating Systems
- Solid experience with Microsoft Office (Outlook, Word, Access, Excel, PowerPoint), desktops, printers, laptops, mobile devices
- Solid experience with Market Data and Trading Application support
- Ability to work in a fast-paced dynamic environment and multi-task effectively to deal with changing priorities.
- File Server - Shares and NTFS permissions
- Active Directory - Troubleshooting Active Directory:
- Managed application distribution via SCCM

Experience that is a major plus:
-ServiceNow
-SCCM and Application Packaging
-SharePoint (on-Prem) and Online
-Citrix XenApp/Xendesktop
-Enterprise Backups (Commvault / Rubrik)
-VDI
Required Skills / Abilities :
- Excellent customer service skills
- Excellent verbal and written communication skill
- High sense of urgency as a Trading Floor environment needs to be supported
- Able to follow directions, priorities, and guidance from management
- Ability to multi-task and work on several projects at the same time
- Strong ability to deliver on time
- Ability to document process, requirements, and create test plans
- Strong ability to translate business requirements into technical solution
- Strong team player

**You're the brains behind our work.**

You're ready to bring your knowledge from the classroom to the boardroom, and Citi wants to help you get there. Whether it's honing your skills or building your network, we know that success can't come without growth. Our programs equip you with the knowledge and training you need to play a valuable role on your team, and establish a long-term career here. At Citi, we value internal mobility, and career growth is not a question of if, but when. Citi's Institutional Clients Group (ICG) is looking for Full-Time Production Support Analysts to join the Technology team in NAM. Our ICG Technologists support and enable the success of our trading businesses- and by utilizing a broad range of technologies, our team is at the forefront of innovation. We seek to drive our systems and processes toward scalable, low-latency, high-frequency enterprise systems to support Citi and our aggressive growth strategy. Production Support plays an integral part in running and maintaining the production environment for both front and back office applications so that Citi can confidently conduct business and service clients. Our production support analysts use their problem solving and technical skills to quickly resolve any issues, which can vary in severity and complexity and may impact Citi's reputation or profits. Production support analysts are often 'the bridge' between developers and trading, so they quickly become equipped with extensive business knowledge, as well as technical skills.

**Your time here will look something like this...**

* Resiliency testing - We need to know that our applications can function in the event of a disaster or on high volume dates (think Covid-19 impact or Elections) so that the business can continue to operate, so our analysts put our systems to the test, simulating disasters so we know the breaking point and how to react in a real life disaster. * Improving Production Support Monitoring Techniques - Monitoring is vital to alert support to any issues within the production environment so they can quickly resolve them. Our analysts help to build upon and improve our current platform using street-standard tools such as ITRS and ECS. * Design, development and implementation of tooling - Support analysts will have the opportunity to develop applications and scripts to aid themselves and their teams in their job. There are opportunities to work with new and cutting edge technologies such as ECS/OpenShift/Kibana, and well as expanding skillset in established technologies such as Oracle/Unix/Linux to name a few. Our past analysts have implemented solutions that helped develop and hone their software development skills, ranging from excel macros, to python scripts, to C# and Java applications. * Organizational and operational efficiency improvements - Within various support teams there are still day to day activities that are being performed manually, so our analysts get involved in efficiency improvement projects to see where tasks can be automated or streamlined to free their time to get involved in strategic projects that can better serve the business * Release / Change Management - Your development peers will be writing the application code for new functionality, but our production support analysts will be the ones to perform risk analysis and manage the release of code changes into the live environment. With strong change management techniques, production support analysts help to protect the live systems from unnecessary harm and keep our platforms stable. * Incident Management - Major Outages - Despite best efforts, inevitably there are major outages which production support must manage to get our systems back up and running. If this is not managed correctly, the impact on Citi's reputation and finances could be catastrophic.

**We provide you with the knowledge and skills you need to succeed.**

We're committed to teaching you the ropes. The 2-year Analyst Program begins with a robust training program. Here at Citi, rotational programs are intended to help you build a broad skillset and accelerate your career growth by gaining exposure to more than one team in Production Support. Our rotational program will help you discover the best fit for your skills and long-term career goals at Citi.

**We want to hear from you if...**

* You have a passion for Technology * You have strong evidence of project management, leadership, teamwork, attention to detail and communication skills * You are committed to personal growth and career development, and a strong desire to be successful in a team working environment * You are graduating between December 2022 and May 2023 * You are pursuing Bachelor's degree in Computer Science, Computer Engineering, Management Information Systems, or another tech related degree * A GPA of 3.0 or above is preferred * You will not require sponsorship for U.S. work authorization now or anytime in the future.

**Who we think will be a great fit...**

A dedication to learning and a true passion for the business are vital. As industries all over the globe continue to restructure and grow, we are hiring professionals who have a global perspective on the future of banking, and want to make an impact on the corporate level. We value diversity and so do you. We'll also be looking for the following: * Passionate about technology, with knowledge of any of the following being a plus: * SQL, Unix, Python, C#, .Net, Java * Ability to multi-task with sharp problem solving skills * Strong communicator, able to build relationships and rapport easily * Adaptable and enjoy working in a fast-paced environment * A team player * Positive attitude and keen to learn. * Ability to work under time constraints Citi is an equal opportunity employer. Accordingly, we will make accommodations to respond to the needs of people with disabilities (including, without limitation, physical and mental health disabilities) during the recruitment process in accordance with law. Please inform me prior to your interview date if you require any accommodation throughout this process.

Effective November 1, 2021, Citi requires that all successful applicants must be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.