IT Operations Engineer, End User Computing

Point72 Careers; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading investment firm in London seeks a Technology Support Specialist to enhance client technology experience. Key responsibilities include providing technical support, managing client expectations, and facilitating technology training. Ideal candidates should have 3-5 years of experience in similar roles, possess a bachelor's degree in technology, and be proficient in supporting Apple products. This position offers a comprehensive benefits package and a collaborative environment.

Benefits

Health care benefits

Generous parental leave policies

Mental wellness programs

Tuition assistance

Qualifications

• 3-5 years of experience in client service, desktop support, or technical support role.
• Experience supporting Apple products at an enterprise level.
• Previous experience supporting investment professionals in the financial industry.

Responsibilities

• Provide hands-on technical support and insightful advice to clients.
• Quickly diagnose and resolve technology issues.
• Establish and maintain service level relationships with service providers.

Skills

Client service experience

Technical support skills

Scripting and automation

Customer service

Education

Bachelor's degree in Technology or Computer Science

Tools

Jira

PowerShell

Splunk

Job description

Overview

A Career with Point72’s 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.

What you’ll do

• Provide hands on technical support and insightful advice to clients and help manage expectations to enhance the overall technology experience
• Focus on providing clients with best-in-class support experiences while prioritizing your workload
• Quickly diagnose and resolve technology issues; 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
• Train clients on new technologies and processes to enhance technology adoption
• Promote client empowerment through the use self-service portals
• 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
• Be available to provide rotational, 24x7 on-call support
• Be flexible and available for domestic and international travel
• Perform moves, adds and changes as needed
• Follow processes to track incidents (Jira), document root cause analysis, create knowledge base-articles on new issues, create and distribute status reports, and more
• Perform daily AM and PM system checks as per documented procedures

What’s required

• 3-5 years of experience in client service, desktop support, or technical support role
• Experience supporting Apple products at an enterprise level for MacBooks, Tablets
• 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 people

We invest in our people, their careers, their health, and their well-being. When you work here, we provide:

• Health care benefits
• Generous parental and family leave policies
• Mental and physical wellness programs
• Volunteer opportunities
• Support for employee-led affinity groups representing women, minorities and the LGBT+ community
• Tuition assistance

About Point72

Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to deliver superior returns for its investors through fundamental and systematic investing strategies across asset classes and geographies. We aim to attract and retain the industry’s brightest talent by cultivating an investor-led culture and committing to our people’s long-term growth. For more information, visit www.Point72.com/about