is a functional team within Systems Engineering dealing with client-facing support, engineering with regards to the installation, performance, stability, upgrades and deployment of FactSet software. Technology Solutions Engineers are systems engineers who communicate directly with clients ranging from individual FactSet users to heads of client IT and business units. With the rapid evolution of FactSet software and ever-changing client security, network, laptop and desktop positioning, Technology Solutions Engineering helps to research, engineer and deploy packaging solutions to our client base. Being part of Technology Solutions Engineering will mean being a part of a high-profile team which interacts directly with clients, consultants, sales, product development, quality assurance, and software engineers on a daily basis.
Assist buy-side, sell-side and corporate clients with all FactSet software packaging, rollouts and upgrades in standard and non-standard environments.
Work with clients to smooth the deployment of FactSet in environments which require special handling - locked down systems, commercial and home-grown deployment software, multiuser systems such as Citrix, virtual environments such as App-V and ThinApp.
Provide documentation to clients on the above to allow them to maintain their own systems.
Maintain and develop documentation to be used by our clients.
Utilize existing databases and monitoring tools to keep track of client installation details such as special OS requirements, settings and proper contacts for installations.
Educate the proper contacts at clients regarding the fair use of our installers and software and what our serial number policy entails. Liaise with proper engineering contacts to make sure that client’s deployment techniques work properly with our software and recommended install workflow. Liaise with developers to make suggestions for improving the install experience.
Understand Microsoft Installer, Wise Installer, InstallShield, SMS, Group Policy, transforms and other technologies which allow the easy deployment of our software. Work with engineers on improvements to installation, update and troubleshooting features based on collated feedback from clients.
Keep in contact with consulting and sales to gauge the current and likely future requirements for large rollouts.
Create reports on software version status and be prepared to initiate/drive the upgrade process as far as possible within firms by offering the technical know-how to make the process an easy one.
Offload any/all installation and upgrade issues from the Operators - prepare white papers to answer frequently asked questions from our clients as regards the process, policy and security of the entire installation and upgrade process. Work with Implementation Team, Sales & Project Managers on large rollouts to coordinate the process of deployments.
Work with clients to make sure installations are a success and they are happy with performance and content. Be willing for occasional travel onsite to work with IT contacts (scripting, desktop support, market data) to assist with setup, rollout and maintenance of FactSet products.
Work with various product developers and engineers to ensure that feedback from client reaches proper groups.
Test and iterate various install environments – Citrix, App-V, VMWare, Microsoft OS versions, Office versions, and other 3 rd party software.
Work with clients in various countries where English may not be the first language or English is not spoken at all. Liaise with sales and consultants to communicate properly with these clients.
Develop internal tools for Systems Engineering, Operators and business verticals – leveraging existing scripts, macros, code, and databases – as well as specifying and potentially creating new scripts, macros code and databases.
Educate consulting and engineering training classes in best-practices for software deployment, support and integration.
Job Requirements :
Interest and experience in interacting with clients on a technical and non-technical basis
Willingness to become a technical liaison and to be the main technical contact for all client installation & technical support issues during deployment
In depth knowledge of Microsoft Office.
In depth knowledge of Microsoft Windows XP, Vista, 7, Server 2003, Server 2008.
Knowledge or willingness to learn about markets, portfolios, asset management, financial instruments, real-time market data and portfolio analytics.
Ability to be proactive and operate independently.
Knowledge of financial services industry, both buy-side and sell-side.
Knowledge of the network and security protocols and concepts.
Experience using/configuring the FactSet software is a plus.
Experience with FactSet technologies including Data Downloading, FDS Codes, Charting.
Experience administering Citrix environments.
Foreign language skills.
FactSet Research Systems Inc. is an E-Verify participant and EOE/M/F/D/V Employer which strongly supports diversity in the workforce
FactSet Research Systems - 24 months ago
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