Platform Engineer - Support

📋 Description

• • Join Interactive Brokers, a global financial services leader renowned for its cutting-edge technology and commitment to client success for over four decades. As a Nasdaq-listed company (IBKR) with a presence in over 15 countries, we empower individual investors and institutions worldwide with electronic brokerage services across a vast array of financial instruments. Recognized by Barron's as the #1 online broker for six consecutive years, we are dedicated to simplifying and enhancing financial opportunities through state-of-the-art technology.
• • This is a hybrid role, offering a blend of in-office collaboration and remote flexibility, with 3 days in the office and 2 days remote per week.
• • As a Platform Engineer – Support within our Information Technology team, you will be instrumental in providing essential first-level technical support for our Microsoft Windows platforms across the entire organization. Your primary focus will be on assisting business and development end-users, ensuring their technological needs are met promptly and efficiently.
• • You will be the first point of contact for users experiencing issues, utilizing phone, email, and a centralized ticketing system to diagnose, resolve, or escalate IT-related challenges. This role demands a high degree of technical acumen, exceptional communication skills, and a strong sense of urgency to maintain operational continuity.
• • The ideal candidate will possess intermediate expertise in Windows and networking technologies, coupled with the patience and empathy required to support users with varying levels of technical proficiency. You must be adept at thriving in a dynamic, fast-paced environment where problem-solving and user satisfaction are paramount.
• • Your core responsibilities will include providing timely technical assistance for all computer systems, software, and hardware issues, strictly adhering to departmental Service Level Agreements (SLAs). This involves supporting users through multiple channels: phone, email, in-person interactions, and remote support tools, ensuring comprehensive coverage and accessibility.
• • You will be tasked with troubleshooting and resolving a wide range of technical issues affecting desktops, laptops, virtual machines, smartphones, scanners, printers, and other essential peripherals. This requires a systematic approach to problem identification and resolution.
• • A key aspect of the role involves installing operating systems, applications, and drivers, as well as configuring system settings in accordance with established departmental standards and best practices. This ensures consistency and optimal performance across the platform.
• • You will play a crucial role in diagnosing the root causes of recurring technical problems and implementing effective, permanent solutions to prevent future occurrences, thereby enhancing system stability and user experience.
• • Maintaining a comprehensive knowledge base is vital. You will document all resolutions within the department’s knowledge base and actively contribute to developing self-help resources for employees, empowering them to resolve common issues independently.
• • Meticulous record-keeping is essential. You will maintain detailed records of all incident activities, including contact attempts, troubleshooting steps, and resolution notes, ensuring clear audit trails and facilitating efficient escalation when necessary.
• • Beyond day-to-day support, you will have the opportunity to participate in departmental and firm-wide projects, contributing your technical expertise to broader IT initiatives and strategic goals.
• • Continuous learning and development are encouraged. You will attend training sessions and team meetings to enhance your skills, stay updated on the latest technologies, and contribute to team productivity and individual development goals.
• • Professionalism and excellent interpersonal skills are key. You will interface with employees at all levels, including executives, fostering a positive and supportive image of the IT department through your interactions.
• • Effective communication is at the heart of this role. You will communicate technical information clearly and concisely to both technical and non-technical colleagues, ensuring understanding and collaboration.
• • This role is critical in ensuring the smooth operation of our technological infrastructure, directly impacting the productivity and satisfaction of our employees. Your contributions will be vital to maintaining Interactive Brokers' reputation for technological excellence and operational efficiency.