Support Engineer

About Us

As a company at the forefront of digital transformation in financial institutions, Fenergo is revolutionizing the way client and regulatory technology is utilized in the industry. With a focus on providing Client Lifecycle Management (CLM) software solutions, Fenergo empowers financial institutions to deliver a faster, compliant, and digital customer experience. 

With over 700 employees across 11 offices worldwide, Fenergo is a truly global company. This presents a unique opportunity for individuals who are ambitious and eager to make a significant impact in the financial services industry. Fenergo's impressive track record is reflected in their numerous accolades, including being recognized as the No. 1 CLM provider in RiskTech100™ and the winner of the Deloitte Best Managed Companies award. Furthermore, Fenergo's CEO, Marc Murphy, emphasizes the company's commitment to innovation and growth, making it an exciting place for talented individuals to contribute their skills and showcase their abilities. 

What Does this Role Entail?

To enhance our global support team, we are hiring a support developer with strong, proven customer-facing services experience in the IT market. The Support Engineer will build and expand upon our professional and quality support service to all Fenergo customers and ensure customer satisfaction by meeting or exceeding internal Service Level Agreement targets and expectations. The successful candidate is expected to maintain a professional, courteous and customer service focused attitude always.

This Support Engineer will apply a mix of technical leadership, application programming, analysis of production defects, incident, activity prioritisation, as well as interacting directly with Fenergo’s customers (both remotely and on-site).

Your Responsibilities

·       Primary responsibility is to provide excellent direct customer support service to Fenergo's clients worldwide

·       Support & maintenance of web applications based on .NET 4.5 technology

·       Ensure support requests are managed and resolved within the agreed service level agreement (SLA)

·       Interacting with customers remotely and on client sites, directly as incident owner or supporting local Customer Support team in a mentor capacity

·       Ownership of critical or major incidents for Fenergo’s customers

·       Provide regular updates to users to ensure they kept fully informed of developments

·       Retain ownership of problems through to resolution to ensure a high level of user satisfaction

·       Investigation / analysis of production defects to ascertain their root cause

·       Bug fixing, and application of fixes to production and non-production environments

·       Develop change requests from detailed design specifications

·       Managing the deployment of new releases

·       Creation and updating knowledge base

·       Creation and updating of technical documentation

·       Preparing technical specifications

·       Participate in on-call duties rotation for out of hours support

Key Expectations

• Minimum 3 years development experience
• At least 2 years experience in .NET ideally mostly of C# 2.0, ASP.NET 4.5, XML
• Min. 2 years of experience in programming T-SQL or PL / SQL.
• Knowledge of JavaScript, JQuery, HTML, CSS.
• Experience in administration and troubleshooting with MsSQL and IIS.
• Technical expertise in the field of operating systems and networks will be an advantage.
• Experience in programming in Bash/regex (the analysis of large blocks of the system log) will be an advantage.
• Knowledge of ITIL
• Excellent communication and interpersonal skills
• Proven experience of working to Service Level Agreements (SLAs)
• Knowledge of the financial services industry an advantage

Education:

• Degree or Diploma in Computing or similar related qualification
•  Microsoft Certification is an advantage

Our Promise To You  

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.   

What we value is at the CORE of how we succeed: 

• Collaboration: Working together to achieve our best 

• Outcomes: Drive Success in every engagement  

• Respect: A collective feeling of inclusion and belonging 

• Excellence: Continuously raising the bar 

• Private healthcare cover 

• 23 days annual leave 

• 3 company days 

• Annual bonus opportunity 

• Work From Home set-up allowance 

• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management 

• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more 

• Buddy system for all new starters 

• Collaborative working environment 

• Extensive training programs, classroom and online, through ‘Fenergo University’ 

• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies 

• Defined training and role tracking to allow you see and assess your own career development and progress. 

• Active sports and social club