Description:
As a Technical Support Analyst for Wealth Systems, you will be responsible for providing technical assistance and support to internal teams and end-users. You will ensure the smooth operation of wealth management software, troubleshooting issues, diagnosing problems, and offering solutions in a timely and efficient manner. This role requires strong technical expertise, excellent problem-solving skills, and a deep understanding of wealth management systems.
Key Responsibilities
- Provide Technical Support: Offer timely and professional technical support for Wealth management systems addressing user inquiries and technical issues related to system functionalities, integrations, and performance.
- Issue Diagnosis and Troubleshooting: Analyze, diagnose, and resolve system issues related to wealth management platforms. Use SQL querying tools to create and/or modify queries for analyzing and data gathering.
- System Monitoring and Maintenance: Monitor the performance of wealth systems, identify potential issues, and implement preventive measures to ensure the stability of the systems.
- User Training and Guidance: Assist end-users by providing training on how to submit incidents correctly to the Support team, where applicable. Create and maintain user manuals and documentation for the support team.
- Collaboration: Work closely with the development, infrastructure, and product teams to resolve system bugs/issues, implement fixes, and contribute to system improvements.
- Incident Management: Manage and prioritize support tickets, ensuring timely resolution of critical issues. Escalate unresolved issues to senior technical staff as necessary.
- System Upgrades and Patches: Assist in the planning and execution of system upgrades, patches, and updates to ensure optimal performance and compliance with industry standards.
- Reporting: Provide regular status reports on system performance, ongoing support tickets, and other relevant metrics to management.
Required Skills & Qualifications
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Experience: Minimum 2-3 years of experience in technical support, preferably supporting financial or wealth management systems.
- Technical Skills:
- Knowledge of Support ticketing systems such as ServiceNow and JIRA
- Proficiency in troubleshooting technical issues across servers, databases and applications.
- Lead investigations into system outages, incidents and service interruptions ensuring swift resolution and root cause analysis
- Maintain and update technical documentation including troubleshooting guides, knowledge base articles and best practices in MS OneNote and/or Confluence.
- Familiarity with SQL databases and querying tools.
- Experience with system integrations and working with APIs.
- Problem-Solving Skills: Ability to quickly diagnose and resolve issues with a strong focus on delivering customer satisfaction.
- Communication Skills: Excellent written and verbal communication skills with the ability to explain technical issues to non-technical users.
- Team Player: Ability to collaborate effectively with internal IT teams (application support, development, infrastructure) to implement patches, updates and configuration changes to improve system stability and security. Including engaging business stakeholders.
- Attention to Detail: Strong analytical and problem-solving abilities, with an eye for detail to ensure systems run optimally.