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IT Support Engineer

  • Location: Chicago, IL
  • Job Type: Direct Placement
  • Ref No: 19-06552
  • Date: November 06, 2019
  • Job title:
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Job Description - IT Support Engineer


A global financial institution is actively seeking an experienced IT Support Engineer to join their established team.  The IT Support Engineer will focus on supporting a flexible post-trade messaging and workflow system for the global credit derivatives market. The open communications platform enables communication, electronic affirmation and clearing of credit derivative trades on trade date, greatly reducing operational and settlement risks.  It also connects market participants including major credit derivatives dealers, hedge funds, asset managers, prime brokers, fund administrators, confirmation service providers and clearing houses. As an IT Support Engineer, you will be responsible for assisting clients in the understanding and maintenance of interfaces to the communications platform. You will analyze complex cases and measure them against expected system behavior to provide clients with case resolution. You will act as the primary escalation point for internal Production Support queries and will work closely with the other Engineers and the Product Management team.  Excellent communication skills are required.


Integration Guidance: Clearly communicate with end users, educating them and dealing with all queries on the use of company APIs and software

Customer Inquiries: Resolve customer inquiries in an articulate, timely, and courteous way seeking to deliver quick and effective solutions

Technical Documentation: Prepare and manage technical guides for external business analyst and developments teams to review for new functionalities and enhancements

API Code Sample: Prepare API samples and message templates for company functionality that showing best practice for integrating to the organization

Technical Review: Perform periodic technical reviews of external integrations to the company to identify areas of improvement for connectivity

Issue Handling:

Investigation: Provide root cause analysis and issue resolution guidance to Systems Operations, Development and Quality Assurance teams

Impact Assessment: Collaborate with customers and internal teams to assess external integration impacts to drive design decisions for issue resolution

Escalation: Escalate issues to internal teams when necessary, clearly articulating problems and steps required for resolution

Resolution: Consistently and correctly prioritize and resolve issues independently, with minimal supervision

Process Improvements: Review internal process improvements for inter-team collaboration efficiency, and produce tools for troubleshooting using Java, SQL, Excel, VBA


Bachelor’s degree in Management Information Systems or similar

3+ years experience working in a technical client-facing role preferred

Ability to effectively use SQL as an analytical tool

Understanding of Object-Oriented Programming code (Java/C++), XML, FIX, Unix shell scripting

Data Analysis experience

Rigorous troubleshooting techniques plus willingness to convey technical details clearly and politely

Ability to independently learn nuances of a complex, multifaceted system with minimal supervision

Ability to multi-task, prioritize and escalate when appropriate

External client facing experience is highly preferred

Capital Markets Experience - Fixed Income or Credit Default Swap experience preferred

Production Support experience is ideal

Excellent communication skills; concise, clear documentation is required

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