Infrastructure & Operations - Platform Engineer - Support

Interactive Brokers; Greater London; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Career support and development

Performance-based cash bonus

Annual leave above statutory minimum

Job summary

Interactive Brokers in London is seeking a Platform Engineer – Support to provide technical assistance for various computer systems and software. Responsibilities include resolving reported issues, documenting solutions, and contributing to IT projects.

The ideal candidate should possess an Associate’s Degree in Computer Science and relevant certifications, alongside strong communication and troubleshooting skills. The position offers a hybrid work model and various employee benefits.

Qualifications

• Proven technical support experience.
• Strong organisational, prioritisation, and multitasking abilities.
• Displays resourcefulness and takes initiative to resolve problems independently.

Responsibilities

• Provide technical assistance and support for reported issues promptly.
• Resolve issues related to desktops, laptops, virtual machines, and other peripherals.
• Document issue resolutions in the departmental knowledge base.

Skills

Strong diagnostic and troubleshooting skills

Strong knowledge of Microsoft Windows

Strong knowledge of Microsoft Office suite

Ability to communicate technical concepts to non-technical stakeholders

Excellent verbal communication skills

Education

Associate’s Degree in Computer Science or related field

A+, Network+, Microsoft, and VMware certifications

Tools

PowerShell

Python

Office 365

Job description

Infrastructure & Operations - Platform Engineer – Support

London, UK

Location and Hours

20 Fenchurch Street, London, EC3M 8AF

Coverage between 7:30 am - 6 pm (hours to be agreed), Monday – Friday (currently a Hybrid model)

Essential Job Functions

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware promptly to meet departmental SLAs.
• Use all available means to assist users, including telephone, email, in-person support, and 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 customise system settings in accordance with departmental standards.
• Analyse problems using troubleshooting skills and diagnostic tools to identify the root cause and implement permanent solutions to prevent recurrence.
• Document issue resolutions in the departmental knowledge base for future reference and contribute to the creation of self-help articles for employee access.
• Provide timely updates on all activity for assigned incidents, including user contact attempts and resolution details, within the incident management system. Escalate incidents to other support teams where necessary.
• Participate in departmental or firmwide projects as instructed by the IT Department management.
• Contribute to departmental productivity and development objectives by participating in training programmes and team meetings.
• Interface with employees, supervisors, directors, and C-level executives, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolve problem situations in a professional manner.
• Maintain excellent verbal communication skills, with the ability to communicate effectively with technical and non-technical colleagues at all levels of the organisation.
• Participate in the assigned schedule to ensure coverage.

Knowledge, Education and Skills Required

• Associate’s Degree in Computer Science or a related field preferred.
• A+, Network+, Microsoft, and VMware certifications preferred.
• Proven technical support experience.
• Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
• Strong organisational, prioritisation, and multitasking abilities.
• Expected to be a team player who shares knowledge for collective growth.
• Able to communicate technical concepts to non-technical stakeholders.
• Must possess strong interpersonal and communication (written and oral) skills, along with a client service-oriented approach.
• Pays close attention to detail, displays flexibility, works independently, and demonstrates self-direction and initiative.
• Displays resourcefulness when solutions are not immediately evident and takes initiative to resolve 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 and troubleshooting skills, with an innate curiosity and interest in IT.
• Strong knowledge of the Microsoft Office suite.
• Working knowledge of Entra ID and Azure services.
• Working knowledge of administrative scripting (PowerShell, Python, etc.).
• Working knowledge of Intune packaging and PC deployments.
• Working knowledge of the TCP/IP protocol stack and Wi-Fi.
• Working knowledge of DNS and DHCP.
• Working knowledge of supporting PCs in an Active Directory environment.
• Working knowledge of the 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.

Benefits

• Career support and development
• Salary commensurate with experience
• Performance-based discretionary cash bonus scheme
• Discretionary stock grant
• Group Life Assurance cover
• Group Income Protection
• Occupational pension scheme based on gross earnings
• Annual leave above the statutory minimum, increasing with service
• Daily company-paid lunch and healthy snack options (when working from the office)
• Access to Private Medical Insurance, Dental Plan, and/or Health Cash Plan (including dependants)*
• Travel season ticket loans*
• Cycle to work scheme*

*Subject to successful completion of the probation period

Interactive Brokers is an Equal Opportunity Employer committed to providing a diverse, equitable, and inclusive workplace for its employees.