Application Support Engineer
Essential Day-to-Day Responsibilities:
Performs routine daily operations, Schedule Changes, fault detection and 1st level troubleshooting for Thomson Reuters managed systems and networks globally.
To ensure that business critical task checklists are followed and that all scheduled events are completed correctly in a timely and efficient manner
To ensure correct referral and escalation of issues
To ensure that all work is carried out in accordance with the requirements of the Quality Management System operated in the respective site
To identify and troubleshoot deficiencies in systems, services and procedures, and ensure that corrective actions identified are completed
To produce routine daily logs, exception reports and reports on major service incidents
To carry out scheduled system software and hardware upgrades as directed through the Change Management System• Participate in Operational Acceptance Testing (OAT) to meet operational needs.
To liaise with internal and external customers answering queries and resolving service issues in a timely and professional manner
To ensure personal awareness of and adherence to established Incident Management and Problem Management procedures
To ensure personal knowledge of all supported systems is continually updated
A demonstrable ability to communicate effectively with all levels of staff, both orally and written
The capability to work on shifts as part of a team to achieve a common goal
Ability to manage own work and multitask to meet tight deadlines without losing sight of priorities
To provide a high level of customer service, whilst working under pressure
Be focused on the quality and efficiency of the work you are involved in to meet customer needs and expectations
Must be flexible, self-motivated, and have a "can-do" attitude
Be driven and committed to the goals and objectives of the team and organization as a whole
Must have minimum knowledge and understanding of financial markets
Ability to act rapidly and logically under pressure, and make effective use of others in resolving problems
Additional Information (e.g. shift resource, % work that is development vs. maintenance, etc.):
Candidate should be willing to work on a 15x7 working shift pattern on a 9/12 hr Shift Pattern (Day Shift).
Education: At least a Degree or Diploma in Computer Science/Information Technology or Engineering.
Required Skills (Must have), Necessary industry experience and associated number of years of experience:
2-4 years experience in computer operations is desirable.
Familiar with Computers and Operating Systems, with basic PC office automation application skills in WORD, EXCEL, POWERPOINT, etc.
ITIL Foundation certification is desirable.
Knowledge in TCP/IP communication protocols.
Knowledge in Linux, MS Windows and VMS.
Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere.
Ability to act rapidly and logically under pressure, and make effective use of others in resolving problems.
Capable of working with minimum supervision.
Capable of working in a team/ team player
Good written and verbal communication skills (English).
Customer and service focused, with determination to meet their needs.
Desired Skills (Nice to have in addition to the Required Skills), necessary industry experience and associated number of years of experience:
3-5 years experience in computer operations or a service desk is desirable.
Any Certifications Required:
CCNA, ITIL v3 Foundation (Added Advantage)
Thomson Reuters provides professionals with the intelligence, technology and human expertise they need to find trusted answers. We enable professionals in the financial and risk, legal, tax and accounting, and media markets to make the decisions that matter most, all powered by the world's most trusted news organization.
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one – collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 50,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Bring your ambition to make a difference. We'll bring a world of opportunities.
As a global business we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit thomsonreuters.com/careers.
More information about Thomson Reuters can be found on thomsonreuters.com.
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