Entry Support, Service Management

About the role

BetaNXT is a leading provider of frictionless wealth management infrastructure, real-time data solutions, and an enhanced advisor experience. We invest in platforms, products, and partnerships to accelerate growth for the ecosystem we serve. Our connective approach empowers our clients to deliver a comprehensive, end-to-end advisor and investor experience. BetaNXT is a premier provider of technology, data, and operations as services to a rich client base of wealth managers, institutional wealth firms, and digital brokers. It is comprised of three industry-leading businesses which, combined, provide end-to-end solutions across the investment lifecycle. Overview of the Technical Operations Service Desk Support, Entry Support: The BetaNXT Technical Operations Center is seeking an enthusiastic TOC Support Engineer, Entry Support to join our team in Brookfield, Wisconsin. This is an in-person role based out of our Brookfield, WI office. The role provides client support, including incident management, monitoring, logging event/issue details, and documentation, and offers product, research, and deployment support to client firms via incoming calls or email.

Responsibilities

• Monitor the company's IT infrastructure, applications, and security using various tools and dashboards.
• Troubleshoot, research, and resolve issues that impact the company's systems and services, following standard operating procedures and best practices.
• Communicate with internal and external customers, providing status updates, resolution details, and feedback.
• Document incidents and problems, logging them in the company's ticketing system and updating them as needed.
• Escalate incidents and problems to the appropriate teams or vendors, following the company's service level agreements and escalation procedures.
• Participate in the Service Desk's shift rotation, and training sessions.
• Answer incoming calls from other operations/help desk teams of brokerage firms and provide accurate and courteous responses while identifying customer needs and offer solutions or referrals to appropriate departments or personnel.
• Handle customer