Platform Engineer - Support
Platform Engineer - Support
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Job Description
Company Overview
Interactive Brokers Group Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich CT USA with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades known for our cuttingedge technology and client commitment.
IBKR affiliates provide global electronic brokerage services around the clock on stocks options futures currencies bonds and funds to clients in over 200 countries and territories. We serve individual investors and institutions including financial advisors hedge funds and introducing brokers. Our advanced technology competitive pricing and global market help our clients to make the most of their investments.
Barrons has recognized Interactive Brokers as the #1 online broker for six consecutive years. Join our dynamic multinational team and be a part of a company that simplifies and enhances financial opportunities using stateoftheart technology.
As a Platform Engineer Support you will provide first level response within Interactive Brokers (IB) on any information technology related issues regarding the Microsoft Windows platform. You will assist business and development endusers over the phone by email and through a centralized ticketing system to resolve or escalate any IT issues. This position requires good technical knowledge and polished communications skills. The key competencies include intermediate knowledge of Windows and networking technologies with a strong motivation to advance your skills. You need to have patience with those who are less technically savvy and ability to function in a fastpaced business environment with a high sense of urgency. Additional requirements for this role are dependability and willingness to go above and beyond the call of duty in assisting endusers and following technical issues through to resolution.
Essential Job Functions:
- Provide technical assistance and support for reported issues related to computer systems software and hardware on a timely basis to meet department SLAs
- Use all means possible to assist users including by phone via email inperson or using remote support tools.
- Resolve issues related to desktops laptops virtual machines smartphones scanners printers and other peripherals used by employees.
- Install operating systems applications hardware drivers and customize system settings following department standards.
- Analyze problems using troubleshooting skills and diagnostic tools to locate root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence.
- Documents issue resolution to department knowledge base to reference in future incidents and contributes to the creation of selfhelp articles for employee access.
- Provide timely updates of all activity for assigned incidents including user contact attempts and issue resolution details within incident management system; escalating incidents to other support teams where necessary.
- Participates in department or firmwide projects as instructed by IT Department management
- Contributes to departmental productivity and development objectives by participating in training programs and team meetings.
- Interfaces with employees supervisors directors and Clevel executives employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
- Maintains excellent verbal communication skills with the ability to communicate effectively with technical and nontechnical colleagues at all levels in the organization.
- Participates in schedule as assigned to provide coverage.
Knowledge Education and Skills Required:
- Associates Degree in Computer Science or similar preferred.
- A Network Microsoft VMWare certifications preferred but not required.
- Minimum 2 years of technical support experience.
- Any equivalent combination of education experience and training that provides the required knowledge skills and abilities.
- Possess strong abilities in organizing prioritizing and multitasking
- Expected to be a team player who shares knowledge for collective growth.
- Able to communicate technical terms to nontechnical stakeholders.
- Must have strong interpersonal communication (written and oral) and customer service skills.
- Pays close attention to detail displays flexibility works independently and a demonstrated selfdirection/selfstarter.
- Display resourcefulness when solutions are not evident and takes initiative to address problems independently.
- Ability to manage multiple high priority initiatives in a fast paced highly technical environment
Technical Experience Required:
- Strong knowledge of Microsoft Windows desktop operating systems.
- Strong diagnostic/ troubleshooting skills must have an innate curiosity and interest in IT.
- Strong knowledge of the Microsoft Office suite.
- Working knowledge of TCP/IP protocol stack and WiFi.
- Working knowledge of DNS and DHCP.
- Working knowledge of supporting pcs in a domain environment.
- Working knowledge of Office 365 cloud application suite
- Working knowledge of desktop imaging application deployment and hard drive encryption
- Working knowledge of active directory domains and group policies.
Company Benefits & Perks:
- Competitive salary package.
- Performance based annual bonus cash and stocks.
- Group Medical & Life Insurance.
- Modern offices with free amenities & fully stocked cafeterias.
- Monthly food card & company paid snacks.
- Hardship/shift allowance with company provided pickup & drop facility*
- Attractive employee referral bonus.
- Frequent company sponsored team building events and outings.
* Depending upon the shifts.
**The benefits package is subject to change at the managements discretion.
Employment Type
Full Time
