The Support Technician, Automation and Monitoring Services (AMS), will be tasked with providing first level support for batch schedule system and file transfer utilities. This role supports our London team during the 1 a.m. - 10 a.m. night shift. Additional responsibilities will include authoring support documentation for additional systems, troubleshooting, problem resolution, subject matter expert support escalation and cross-training additional support staff.
Responsibilities •The Support Technician will serve as the primary point of contact for production support issues: •Provide first response to alerts/notifications and other requests, including execution of documented problem resolutions steps •Interact with vendor support personnel to jointly resolve issues •Escalate issues that cannot be addressed by first level documentation to designated subject matter expert support personnel •Ongoing maintenance of first level support documentation •Assist with cross-training of additional first level support staff •Prepare incident logs and reports for all support incidents and resolutions.
•Bachelor’s degree in computer science, management information systems or 3 years’ work experience in lieu of a degree in a technology support operations role •2 years’ experience working in a technical tier 1 support capacity to include NOC, Help Desk or similar. •Proficient in utilizing Microsoft operating systems and productivity tools including Windows 7, Windows 10, Outlook, PowerPoint, Visio, Word and Excel •Conceptual familiarity with batch job scheduling and processing, computer networks, databases, file servers, file transfers and related technologies •Experience with Globalscape or FTP services •Must be able to work a night shift (1 a.m. - 10 a.m.) •Strong verbal and written communication skills including phone etiquette •Ability to work under pressure to resolve critical production issues •Strong work ethic to follow issues through to final resolution •Ability to multitask when multiple issues occur simultaneously •Willing to work weekends and provide after-hours support as/if required
Preferred Experience •Experience utilizing UC4 or other batch scheduling systems •Experience with Microsoft SQL Server technologies •Familiarity with ETL technologies and programming concepts •Experience in engaging with vendors to assist in the resolution of incidents •Experience with document management technologies such as SharePoint and/or Confluence •Experience with generating reports and technical documentation •Experience in using a service management “ticketing” system to manage workload such as ServiceNow (preferred), Remedy, or similar.
Dimensional Fund Advisors is a leading global investment manager with over $518 billion under management. Over the years, the firm has translated financial research into real world investment solutions, developing innovative approaches to trading and portfolio design. With offices around the world, Dimensional fosters a culture of learning, teamwork, and dedication to our clients.