Technical Support Analyst – 2161 Full Time NEW

The Technical Support Analyst will be part of a 24x7x365 Operations team responsible for monitoring, supporting, and maintaining enterprise infrastructure and applications. The role requires strong troubleshooting skills, operational discipline, and the ability to work in a time-sensitive, customer-facing environment. The candidate will support Windows, Linux, networking, monitoring platforms, and data Centre infrastructure while adhering to ITIL-based processes.

Duties and responsibilities

• Provide first- and second-line operational support for infrastructure and systems in a 24×7 environment
• Monitor infrastructure and applications using tools such as Nagios, OMD, PRTG, and cloud-based monitoring platforms
• Perform Windows Server 2019 and Linux OS installation, administration, configuration, and troubleshooting
• Manage Active Directory components including users, groups, policies, and profiles
• Respond to incidents, alerts, and escalations in line with defined SLAs and operational procedures
• Perform root cause analysis and provide clear incident updates to internal teams and customers
• Support and troubleshoot network-related issues, including routing, switching, and firewall configurations
• Work closely with internal teams, vendors, and stakeholders to resolve incidents and implement changes
• Follow ITIL processes including Incident Management, Change Management, and Problem Management
• Maintain accurate documentation, runbooks, and operational procedures
• Participate in shift rotations, handovers, and on-call duties as required

Your Skills, Experience, And Qualifications

• Required
• Good working knowledge of Windows Server 2019 and Linux OS administration
• Proven experience in an IT operations or technical support role
• Strong troubleshooting and analytical skills
• Experience working in time-sensitive, customer-facing operational environments
• Understanding of network fundamentals and exposure to: BGP, OSPF
• IP Multicast (PIM-SM, IGMP)
• Familiarity with network monitoring and management tools (Nagios, PRTG, etc.)
• Exposure to enterprise-level Data Centre architecture and infrastructure
• Excellent verbal and written communication skills
• Willingness to work 24x7x365 scheduled shifts

Preferred

• Knowledge or exposure to OpenVMS
• Experience with Nagios, OMD, or cloud-based monitoring solutions
• Linux scripting experience using Shell, Python, or Perl
• Familiarity with Microsoft Office Suite and Power BI
• Experience reviewing network documentation using Microsoft Visio
• Hands-on experience with enterprise network vendors: Cisco, Arista, Juniper
• Experience supporting:
• Load balancers (F5, Citrix)
• Firewalls (Palo Alto, Checkpoint, Cisco, Juniper)
• Formal network certifications such as CCNA / CCNP or equivalent experience

About Us

We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.

• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading, and risk.
• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure. ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe, Our ever-expanding global footprint, cutting-edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision. Learn more at iongroup.com.