IT Operations Engineer, End User Computing

Responsibilities

• Provide hands on technical support and insightful advice to clients which includes Enterprise experience working with Apple MacBooks and JAMF.
• Focus on providing clients with best-in-class support experiences
• Acknowledge and address all client queries, requirements and needs with patience and empathy
• Provide guidance and training to clients on current technology and corporate policies
• Educate clients on new technologies and processes to enhance technology adoption
• Promote client empowerment through the use self-service portals
• Manage client expectations to enhance the overall technology experience
• Establish and maintain service level relationships with local and off-site technology service providers
• Develop written project plans to manage small and large-scale projects
• Quickly diagnose and resolve technology issues
• Provide clients with training and advice on Point72 related technologies and transformations.
• Perform moves, adds and changes as needed
• Utilize Jira Service Management to document and track all Incidents, Problems and Requests
• Provide written documentation, updates, and root cause analysis on IT issues to management as required.
• Create knowledge-based articles for newly discovered issues.
• Perform daily AM and PM system checks as per documented procedures
• Create and distribute status reports
• What's required
• Minimum 4 years of experience in client service, desktop support or technical support role
• Bachelor's degree from an accredited institution with a concentration in Technology, Computer Science, or related discipline
• Previous experience supporting investment professionals in the financial industry
• Knowledge of market data and electronic trading platforms such as Bloomberg, Neovest, etc.
• Scripting and automation using tools such as PowerShell, Splunk, etc.
• Ability to troubleshoot and remediate complex issues across the entire Firm, provide Root Cause Analyses (RCA) and make recommendations to mitigate future risk
• Ability to provide best in class customer service and technology support
• Ability to identify issues that need urgent attention, depending on your knowledge of the business impact of the issue
• Ability to maintain composure and focus in a fast paced, high-pressure environment
• Ability to work independently, while engaging and supporting the global technology team
• Commitment to the highest ethical standards.
• We take care of our peopl

Benefits

Additional Information

A Career with Point72's Infrastructure Technology Team As Point72 continues to reimagine the future of investing, our Technology group is constantly improving our company's IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We're a team of experts experimenting and discovering new ways to provide exceptional end user experience while embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our team while satisfying your own intellectual curiosity. Our Technology Infrastructure Team engineers and operates the foundational technology platforms that power all of Point72's applications and businesses. Our disciplines span a broad array of technologies from datacenter infrastructure to large scale cloud services, with the shared goal of providing the most reliable, performant, modern technology platforms to improve time-to-market for our business. We also deliver end-user technology solutions to support the evolving collaboration and productivity needs of our global teams. Our team focuses on innovation and challenging the current state of our infrastructure technology in a fast-paced, dynamic, and collaborative working environment.

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