IT Operations Engineer, End User Computing

Point72 Asset Management, L.P; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an IT Operations Engineer to enhance client-focused technology services. This role involves providing exceptional technical support, diagnosing issues, and training clients on new technologies. You will be part of a dynamic team committed to innovation and excellence in technology solutions. The company values professional development and offers a collaborative environment where your contributions can significantly impact the business. If you're eager to grow and make a difference in a fast-paced setting, this opportunity is perfect for you.

Benefits

Health care benefits

Generous parental leave policies

Mental wellness programs

Physical wellness programs

Volunteer opportunities

Tuition assistance

Qualifications

• 3-5 years of experience in client service or technical support role.
• Proficiency in supporting PCs, MacBooks, and video conferencing solutions.

Responsibilities

• Provide hands-on technical support and manage client expectations.
• Diagnose and resolve technology issues while providing clear guidance.

Skills

Client Service

Desktop Support

Technical Support

Troubleshooting

Customer Service

Scripting

Automation

Knowledge of Market Data

Education

Bachelor’s Degree in Technology

Bachelor’s Degree in Computer Science

Tools

PowerShell

Splunk

Jira

Bloomberg

Neovest

Job description

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

As an IT Operations Engineer at Point72, you will provide a range of services essential for the efficient operation of a client focused technology service model, working independently and as part of a global team. The role requires an energetic and enthusiastic approach to diagnosing and resolving issues, providing clear guidance, and offering advice with patience and empathy. Specifically, you will:

• 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

In this role, you will work within a team environment to provide best-in-class technology services to clients across the Firm. You will need to demonstrate proficiency in a full range of IT related services, including PCs, laptops, MacBooks, video conferencing solutions, software, and mobile devices as well as voice, mobile technology, Microsoft Windows based systems and Apple based systems, as well as the Microsoft Office suite of tools. You should be inquisitive and show the eagerness to learn the latest technology while also possessing the aptitude to learn new skills and technology concepts. You should also possess the following attributes:

• 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.