Technical Consultant

- Succeed in Certifications as per SWIFT Certification Track within the deadlines set by the team lead/manager
- Responsible of successful on-site implementations of standard offerings
- Assist the customers through Remote support as per the rules and timelines of support contracts
- Document all customer interaction using the company’s support documentation templates and systems
- Adhere to the quality assurance and quality control processes for all offerings
- Follow the training guides outlined by the team lead/manager
- Maximum travel for implementation and support is 3 times per month
- Provide level 1 support for customer issues
- Capture, define and document customer technical and system parameter requirements remotely
- Implement SWIFT Solutions on customer’s site in accordance with standard implementation processes (Including Readiness Check and Trainings)
- Develop and execute customer implementation test plans in a coordinated effort with the engineering team
- Maintain a professional and customer focused approach in all customer interactions
- Document all customer interactions to maintain continuity and follow up on open customer issues until resolution
- Escalate customer issues to level 2 support when required
- Support team lead and other team members as required
- Provide recommendation on technology upgrades
- Communicate all customer implementation and support interactions to team members
- Participate in designing, developing and supporting new offers as requested by team lead
- Recommend and participate in the development of a QA/QC process with the development team
- Identify weakness / issue and recommend improvements in the company development process
- Support newly developed solutions
- Train implementation and support staff
- Deliver product/service/solution training on an as needed basis
- Download & notify users of relevant SWIFT documents to servers as requested by team lead
- Attend engineering team meetings to coordinate activities
- Provide backup and support for any implementation and support activity as requested by team lead
- Plan Deployments and Technical Designs with Supervising Senior
- Ensure timely completion of projects and deployments
- Coordinate new technology vendor technical presentations as requested by team lead
- Work with selected vendors to test/develop new solutions as requested by team lead
- Complete 150 paid implementations per year
- Keep Support backlog on minimal level
- Complete 90% of implementations successfully within the deadlines
- Develop at least 2 technical documents to be added to the knowledge base
- Register at least 3 leads per quarter including SCare
- Recommend improvements to customer communication and implementation and support processes and procedures
- Maintain communication on all technical and non-technical issues
- Deliver technical training as needed
- Keeps accurate and complete notes on all assigned tasks.
- Work with managements to determine departmental priorities
- Participate in companywide initiatives when assigned and required

- 2 to 5 years industry experience (IT Field, Financial Markets or SWIFT unit of a bank)
- Proven track in software installation and troubleshooting
- Proven track in Networking, software installation and troubleshooting
- Managed working teams and successfully completed at least 4 major projects/implementations over a period of time.
- Demonstrated ability to develop skills, work effectively with the team dynamics, achieve goals and administer trainings
- Familiarity with data encryption, security, firewalls, networking modem technology.