Tech Support Engineer
CME Group is the world's leading and most diverse derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Joining our company gives you the opportunity to make a difference in global financial markets every day, whether you work on our industry-leading technology and risk management services, our benchmark products or in a corporate services area that helps us serve our customers better. Weâ€™re small enough for you and your contributions to be known. But big enough for your ideas to make an impact. The pace is dynamic, the work is unlike any other firm in the business, and the possibilities are endless. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.
To learn more about what a career at CME Group can offer you, visit us at www.wherefuturesaremade.com .
This role sits in our GTCC (Global Technology Command Center) and will be a part of a team located in NY and Tel Aviv. The main function of this role is to provide technical support to CME Traiana clients requesting to establish connectivity with us and use our services. Our IT-OPS and connectivity engineer will be a front-line interface with the clients, and will work closely with our service delivery, operations and infrastructure teams to onboard new clients, and new setups for existing client. The position will report into a team lead in Tel Aviv.
â€¢ Troubleshoot, configure, and document connectivity related issues and message flow breaks
â€¢ Respond to high priority tickets in a timely manner, participate in bridge calls to reduce downtime
â€¢ Participate in NOC back-office various tasks â€" userâ€™s management, internal version uploads to test environment, etc
â€¢ Interface with clients directly to test, troubleshoot and onboard new connectivities and setups
â€¢ Execute planned releases on the application side, configuration change of application property files, scheduled code changes
â€¢ Maintain, operate and troubleshoot monitoring related issues, including setting up new monitors and upgrading the monitoring infrastructure
â€¢ Develop knowledge and skills in network and system administration, particularly regarding the companyâ€™s own architecture and platforms
â€¢ Liaise with both technical and management teams, handling escalation through to resolution
â€¢ Establish a high level of personal credibility, building strong professional working relationships with client and colleagues
â€¢ Act as an escalation focal point to support tickets requiring assistance, planning, or technical work to ensure proper resolution
â€¢ Communicate via email and phone with clients across the globe to ensure their proper connectivity to the CME network
â€¢ Good understanding in Windows Active Directory, TCP/IP, DNS, DHCP, FTP, MQ, and FIX protocols
â€¢ Scripting capabilities and Linux familiarity are preferred
â€¢ Strong analytical skills and able to collate and interpret data from various sources
â€¢ Ability to assess and prioritize faults and respond or escalate accordingly
â€¢ Experience working in a team-oriented, collaborative environment
â€¢ Be self-motivated and flexible with the initiative required to ensure that our clients have a high degree of confidence in the candidateâ€™s ability to efficiently manage the services with minimal intervention
â€¢ Good communicator with a natural aptitude for dealing with people
â€¢ Work well in a busy team, under pressure, being quick to learn and able to deal with a wide range of issues in an agile environment
â€¢ Associates degree or higher in Networking Administration, computer science and/or equivalent work experience in a technical role