2nd Line Support Engineer at Wanstor resolving complex IT issues and supporting Microsoft 365 environments. Join a dynamic team focused on quality and customer satisfaction.
About the role
- Senior Support Engineer providing front-line support to clients using Broadridge's financial services technology. Assisting with trading inquiries and product issues through technical support.
Responsibilities
- Provide front-line support to BAMS product suite end users via phone and email
- Serve as the primary point of contact for trading inquiries — troubleshoot, triage and manage issues from origin to resolution
- Leverage Agentic AI tools and automation platforms to assist with issue diagnosis, knowledge retrieval, root cause analysis, and response generation
- Identify opportunities to implement AI-driven improvements in monitoring, alerting, and repetitive support processes
- Provide clients and internal partners with proactive, consistent, and high-quality updates on issues
- Work with the manager to handle issue backlog, monitor trends, and assign issues as reported by clients
- Develop and maintain strong working relationships with the client base
- Contribute to internal knowledge bases and AI training datasets to continuously improve support intelligence and automation
Requirements
- Degree in Computing, Finance, or related field
- Financial industry (investments) knowledge is a strong plus
- Understanding of financial markets and trading
- Strong written and verbal communication skills and ability to multi-task
- Client-facing technical support experience
- Ability to read code and write simple scripts in any programming language
- Good understanding and ability to read code in C#, JavaScript, SQL, VB, and Python
- Familiarity with Agentic AI concepts, AI-assisted development tools, prompt engineering, or workflow automation platforms
- Experience using AI tools (e.g., copilots, intelligent agents, or LLM-based systems) to improve operational efficiency or decision-making
- Ability to work in a dynamic environment where clients use our products in real time to enable business decisions
- Availability to support an On-Call Rotation
Benefits
- Professional development opportunities
- Flexible working arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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