157 IT Support jobs in Oak Creek

Job Description Summary Technical Support Specialist Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata’s pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must.

This role is based in our Pleasant Prairie, WI office, with an in-office schedule from Monday to Thursday and work remotely on Fridays.

Key Responsibilities

• Demonstrates effective use of phone and email for communication channel
• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes.  Uses plain talk to explain sophisticated or technical concepts
• Sets clear objectives and measure for expectations and timelines (Internal or External)
• Supports the resolution of trending issues
• Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
• Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts
• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountability

• Models and sets expectations for high-quality personal case management
• Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
• Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
• Knows and supports teammates’ work and results. Helps teammates who need or ask for support or assistance
• Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
• Displays a positive demeanor about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

Problem Solving / Decision Making

• Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction.
• Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
• Ensures good decisions are made when resolving new/recurring/ongoing cases
• Peer mentor and actively partners cross-regionally and across teams to tackle issues
• Accurately assesses priority level and actively seeks to assist peers in assessing priority
• Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties

Technical

• Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
• Maintains a knowledge base of the products, prices and services available to the customer
• Understanding of how our products enhance and interact with client workflow
• Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
• May represent Technical Assistance Center interests on multi-functional project teams as needed.

Administrative /Other

• Alignment to work and call schedules
• Timely completion of any Company or Department required training.
• Performs other administrative tasks as needed

Knowledge and Skills required:

• Demonstrated customer service experience in a technical support environment.
• Demonstrated technical ability.
• Possess solid customer service skills.
• Ability to ensure effective solve techniques with end users of various levels of technical expertise.
• Superb communication skills including good grammar, enunciation and listening skills.
• Highly motivated to provide superior customer care.
• Familiarity with basic networking hardware and software components.
• Ability to work in a team environment.
• Self-motivated individual with good work ethic.
• Able to work with minimal supervision.
• Willingness to extend him/herself beyond the specified workday as required by the situation.
• Possess the abilities vital to document practices and procedures.

Education and Experience required:

• Associate’s degree in business or technical field with 1-2 years of technical support experience OR equivalent of 2 or more years of applicable experience may be substituted for the formal education requirement.
• Customer service support experience in an IT support setting
• Ability to comprehend technical issues and read technical manuals.
• Ability to travel up to 15% domestic travel as needed, including travel for in person training

Preferred Qualifications:

• One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
• Software knowledge; Microsoft certification or IT support experience a plus.

Work Environment and Physical Demands

• Flexible in working hours, primarily supporting during the hours of department operation.
• Hours of Operation: 24 hours a day, seven days per week, including all holidays.
• Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.

The above characteristics are representative of the physical and environmental conditions typically encountered while performing the essential functions of this position. Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization.

• Work is primarily performed in an office setting, with limited exposure to adverse environmental conditions.
• Duties may involve frequent use of hands and fingers for activities such as typing, grasping, pinching, and other repetitive motions.
• The role may require the ability to view a computer screen for extended periods, as well as the ability to communicate effectively, including speaking and hearing.
• The position may involve sitting for prolonged periods.
• The ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds may be required.
• Additional physical tasks may be necessary depending on operational needs.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit 

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.

#earlycareer

Required Skills

Optional Skills

.

Primary Work Location USA WI - Pleasant Prairie Additional Locations Work Shift

Join our team which is committed to the delivery of the highest quality healthcare service. We are seeking a full-time Technical Support Specialist who is self-motivated, energetic, and a take-charge individual.

General Statement of Duties:

The Technical Support Specialist's role is to ensure proper computer and related peripheral equipment operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostics, preventative maintenance tasks, setup of and configuration of new equipment and software solutions as well as responding to service and support requests from staff tracked via an organizationally identified request tracking tools. This role requires both direct user interaction and remote support of staff

who may be working both on site and off site.

Responsibilities:

1. Respond to and aid users with all manner of technical support issues which may be generated via phone, email, service desk requests or direct interactions with user as well as by supervisors of departments or the supervisory/lead/senior roles with the Information System team.
2. Prepare and update internal documentation to ensure accuracy of procedural documents, manuals, training materials for software installations and equipment use.
3. Installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
4. Work with users to develop secure technical behaviors as required to protect the assets and information and data of SSCHC and aid in the enforcement of the security standards of SSCHC as they related to technology use and operation.
5. Deploy new applications and enhancementsupdates and upgrades to existing applications hardware and software aiding users in the adoption of these tools to work tasks.
6. Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices.
7. Works with team members to troubleshoot both complex and routine computer and computer peripheral issues. In this process record, track, and document service efforts and problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
8. Performs one-on-one as well as group coaching andor training on technology solutions and usage when necessary
9. Remain engaged on issues through completion to the best of their ability to ensure resolution or escalation of issues to senior level staff or Information Systems leadership to ensure staff issues are remedied or escalated to parties who will assume responsibility for remedy of issues.

Qualifications:

1. Two years of Technical school education in Information Services, computer repair or equivalent training or equivalent documentable experience in a professional environment where technical support was a primary responsibility
2. Knowledge of and experience working with and supporting current desktop operating systems common business productivity toolsets such as Microsoft Office 365 products.
3. Knowledge of Office 365 cloud-based tools used in a professional environment preferred.
4. Knowledge of and experience working with common remote access support tools preferred
5. Demonstrated troubleshooting and problem-solving skills in previous work history
6. Strong customer service experience background with at least 4 years of direct customer service experience
7. Previous experience in a healthcare related environment preferred but not required
8. Strong communication skills and ability to communicate complex technical details with a layman type language set
9. Strong sense of professional ethics and understanding of the importance of privacy associated with employment within the healthcare industry.
10. Valid Wisconsin driver's license and current auto insurance.
11. Ability to relate well to people from diverse ethnic and cultural backgrounds.
12. Bilingual in Spanish/English considered a plus.

Technical Support Specialist

We are the makers of possible. BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto look at the impossible and find transformative solutions that turn dreams into possibilities. We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata's pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must. This role is based in our Pleasant Prairie, WI office, with an in-office schedule from Monday to Thursday and work remotely on Fridays.

Key Responsibilities

• Demonstrates effective use of phone and email for communication channel
• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes. Uses plain talk to explain sophisticated or technical concepts
• Sets clear objectives and measure for expectations and timelines (Internal or External)
• Supports the resolution of trending issues
• Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
• Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts
• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountability

• Models and sets expectations for high-quality personal case management
• Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
• Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
• Knows and supports teammates' work and results. Helps teammates who need or ask for support or assistance
• Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
• Displays a positive demeanor about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

Problem Solving / Decision Making

• Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction.
• Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
• Ensures good decisions are made when resolving new/recurring/ongoing cases
• Peer mentor and actively partners cross-regionally and across teams to tackle issues
• Accurately assesses priority level and actively seeks to assist peers in assessing priority
• Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties

Technical

• Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
• Maintains a knowledge base of the products, prices and services available to the customer
• Understanding of how our products enhance and interact with client workflow
• Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
• May represent Technical Assistance Center interests on multi-functional project teams as needed.

Administrative / Other

• Alignment to work and call schedules
• Timely completion of any Company or Department required training
• Performs other administrative tasks as needed

Knowledge and Skills Required:

• Demonstrated customer service experience in a technical support environment.
• Demonstrated technical ability.
• Possess solid customer service skills.
• Ability to ensure effective solve techniques with end users of various levels of technical expertise.
• Superb communication skills including good grammar, enunciation and listening skills.
• Highly motivated to provide superior customer care.
• Familiarity with basic networking hardware and software components.
• Ability to work in a team environment.
• Self-motivated individual with good work ethic.
• Able to work with minimal supervision.
• Willingness to extend him/herself beyond the specified workday as required by the situation.
• Possess the abilities vital to document practices and procedures.

Education and Experience Required:

• Associate's degree in business or technical field with 1-2 years of technical support experience OR equivalent of 2 or more years of applicable experience may be substituted for the formal education requirement.
• Customer service support experience in an IT support setting
• Ability to comprehend technical issues and read technical manuals.
• Ability to travel up to 15% domestic travel as needed, including travel for in person training

Preferred Qualifications:

• One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
• Software knowledge; Microsoft certification or IT support experience a plus.

Work Environment and Physical Demands:

• Flexible in working hours, primarily supporting during the hours of department operation.
• Hours of Operation: 24 hours a day, seven days per week, including all holidays.
• Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.
• The above characteristics are representative of the physical and environmental conditions typically encountered while performing the essential functions of this position. Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization.
• Work is primarily performed in an office setting, with limited exposure to adverse environmental conditions.
• Duties may involve frequent use of hands and fingers for activities such as typing, grasping, pinching, and other repetitive motions.
• The role may require the ability to view a computer screen for extended periods, as well as the ability to communicate effectively, including speaking and hearing.
• The position may involve sitting for prolonged periods.
• The ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds may be required.
• Additional physical tasks may be necessary depending on operational needs.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why join us? A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable

**Job Description Summary**
Technical Support Specialist
**Job Description**
**We are the makers of possible**
BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a **_maker of possible_** with us.
**Technical Support Specialists** (TSS) provide technical phone support and problem resolution for customers of Parata's pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must.
**This role is based in our Pleasant Prairie, WI office, with an in-office schedule from Monday to Thursday and work remotely on Fridays.**
**Key Responsibilities**
+ Demonstrates effective use of phone and email for communication channel
+ Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes. Uses plain talk to explain sophisticated or technical concepts
+ Sets clear objectives and measure for expectations and timelines (Internal or External)
+ Supports the resolution of trending issues
+ Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
+ Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts
+ Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met
**_Accountability_**
+ Models and sets expectations for high-quality personal case management
+ Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
+ Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
+ Knows and supports teammates' work and results. Helps teammates who need or ask for support or assistance
+ Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
+ Displays a positive demeanor about the work to be done, co-workers, customers, management, and employer policies
+ Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job
**_Problem Solving / Decision Making_**
+ Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction.
+ Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
+ Ensures good decisions are made when resolving new/recurring/ongoing cases
+ Peer mentor and actively partners cross-regionally and across teams to tackle issues
+ Accurately assesses priority level and actively seeks to assist peers in assessing priority
+ Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties
**_Technical_**
+ Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
+ Maintains a knowledge base of the products, prices and services available to the customer
+ Understanding of how our products enhance and interact with client workflow
+ Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
+ May represent Technical Assistance Center interests on multi-functional project teams as needed.
**_Administrative_** **/Other**
+ Alignment to work and call schedules
+ Timely completion of any Company or Department required training.
+ Performs other administrative tasks as needed
**Knowledge and Skills required:**
+ Demonstrated customer service experience in a technical support environment.
+ Demonstrated technical ability.
+ Possess solid customer service skills.
+ Ability to ensure effective solve techniques with end users of various levels of technical expertise.
+ Superb communication skills including good grammar, enunciation and listening skills.
+ Highly motivated to provide superior customer care.
+ Familiarity with basic networking hardware and software components.
+ Ability to work in a team environment.
+ Self-motivated individual with good work ethic.
+ Able to work with minimal supervision.
+ Willingness to extend him/herself beyond the specified workday as required by the situation.
+ Possess the abilities vital to document practices and procedures.
**Education and Experience required:**
+ Associate's degree in business or technical field with 1-2 years of technical support experience **OR** equivalent of 2 or more years of applicable experience may be substituted for the formal education requirement.
+ Customer service support experience in an IT support setting
+ Ability to comprehend technical issues and read technical manuals.
+ Ability to travel up to 15% domestic travel as needed, including travel for in person training
**Preferred Qualifications:**
+ One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
+ Software knowledge; Microsoft certification or IT support experience a plus.
**Work Environment and Physical Demands**
+ Flexible in working hours, primarily supporting during the hours of department operation.
+ Hours of Operation: 24 hours a day, seven days per week, including all holidays.
+ Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.
**The above characteristics are representative of the physical and environmental conditions typically encountered while performing the essential functions of this position. Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization.**
+ Work is primarily performed in an office setting, with limited exposure to adverse environmental conditions.
+ Duties may involve frequent use of hands and fingers for activities such as typing, grasping, pinching, and other repetitive motions.
+ The role may require the ability to view a computer screen for extended periods, as well as the ability to communicate effectively, including speaking and hearing.
+ The position may involve sitting for prolonged periods.
+ The ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds may be required.
+ Additional physical tasks may be necessary depending on operational needs.
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
**Why Join Us?**
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit? Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.
#earlycareer
Required Skills
Optional Skills
.
**Primary Work Location**
USA WI - Pleasant Prairie
**Additional Locations**
**Work Shift**
Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Level/Function: Entry Support, Service Management

Title: TOC Support Engineer, Entry Support

About BetaNXT

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 TOC Support Engineer, 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 with working hours from Tuesday-Friday, 3:00 pm - 12:00 am, and Saturdays, 12-8 pm The duties consist of client support, including incident management, monitoring, logging event/issue details, and documentation. The ideal candidate is expected to evolve and grow within the suite of financial products to meet the changing needs of our clients. This role will provide product, research, and deployment support to our client firms via incoming calls or email.

Duties and Responsibilities of the TOC Support Engineer, Entry Support:

• 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 Technical Operations Center'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 complaints and issues in a professional and timely manner.
• Follow up with customers to ensure satisfaction and retention.
• Update customer records and databases with relevant information and notes.
• Escalate complex or sensitive cases to subject matter experts, senior staff, &/or managers
• Comply with company policies, procedures, and regulations.
• Assist in any testing and validation of product performance and availability when needed. This could be triggered by alarms in monitoring or as part of change, deployments, or industry exercise validations.
• Participate in training and development programs to improve skills and knowledge.
• Provide feedback and suggestions to improve operations and customer experience.
• Facilitate the Incident Management process by hosting troubleshooting calls, engaging subject matter experts (SMEs), and client communication through calls and/or written updates through the ticketing platform.

Skills and Experience of the TOC Support Engineer, Entry Support:

• 1+ year of experience in technical support, IT operations, or IT service management and/or Associate's degree in Computer Science, Information Systems, Engineering, or related field.
• Basic knowledge of IT infrastructure, applications, and security concepts and technologies, such as networks, servers, databases, cloud, web, firewalls, encryption, etc.
• Experience in using various tools and platforms for monitoring, troubleshooting, and ticketing, such as SolarWinds, Grafana, ServiceNow, etc.
• Exceptional attention to detail and ability to work under pressure, managing multiple projects/functions simultaneously to deliver results.
• Ability to work independently and find solutions to issues based on knowledgebase articles, documentation, and other resources.
• Critical thinking, showing the ability to solve and isolate complex technical/business problems.
• Excellent communication, customer service, and problem-solving skills.
• Ability to work in a fast-paced, dynamic, and collaborative environment.
• Certifications in ITIL, CompTIA, Microsoft, Cisco, AWS, or other relevant domains are beneficial.
• Require working in shifts (including holidays and weekends) to maintain client support 24x7x365 days a year (including weekends and holidays).