RFPConnect Jobs

SunGard Protegent Support Engineer

In the fast-paced world of trading, information and speed are critical to success. SunGard provides traders of equities, commodities and derivatives with electronic trading platforms for trade order management, direct market access, and risk and compliance management. SunGard’s cross-asset solutions help automate the transaction lifecycle, providing network connectivity and rapid processing from beginning to end. Built-in data analysis helps businesses to optimize portfolios, assess risk exposure, and identify market opportunities.

Responsibilities:
• Research and understand front, middle and back office processing of a broker dealer.
• Reporting, Troubleshooting and Documenting client application issues.
• Responding to client questions via email and phone
• Escalating client application issues to Support Manager as necessary
• Utilizing tracking system to document client issues
• Providing case status updates to clients, keeping them informed of progress on open issues.
• Documenting client issues to create processes and procedures to standardized solutions for application issues
• Develop good working relationships with clients and internal teams
• Work to analyze and resolve complex problems in a team environment and consult co-workers and procedures to optimize problem resolution.
• Maintaining ownership of issue until resolution is provided.
• Special projects as required
• Application support with possible off-hour support work

Position Requirements:
Qualifications:
• Associate’s degree or equivalent work experience
• Prior experience working in a Control Room or a Compliance Office for a Financial Services Firm is a plus.
• Strong SQL skills (SQL Server 2005) or willingness to learn
• Knowledge of Operating Systems: Windows NT/XP/Vista
• High level of oral and written communication skills in a formal and informal environment
• Ability to learn new skills on the job
• Excellent customer service skills
• Support background with experience working with users in troubleshooting issues.
• Ability to multitask and prioritize workload
• Ability to work effectively in teams and as an individual
• Must be a self starter and eager to learn with attention to detail
• Familiarity with Broker Dealer and RIA terminology
• Excellent interpersonal skills
• Ability to work with minimal supervision
• Ability to create new and modify existing documentation that can be used for training purposes**