End-User IT Operations Engineer (Global On-Call)

Point72 Asset Management, L.P; San Francisco (CA); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Fully-paid health care benefits

Generous parental and family leave

Mental and physical wellness programs

Volunteer opportunities

Non‑profit matching gifts

Affinity groups support

Tuition assistance

401(k) employer match

Job summary

Point72 Asset Management, L.P. is seeking an experienced Technology services lead to drive end-user support across the firm, including PCs, laptops, video conferencing, mobile devices, and collaboration tools.

You will troubleshoot complex issues, deliver training, and create knowledge articles to boost adoption and efficiency. The role requires 5+ years in desktop support or similar, a Bachelor's in technology/computer science, and the ability to work in a fast-paced, global environment with

Qualifications

• Minimum 5 years of experience in client service, desktop support, or technical support role with demonstrated proficiency supporting PCs, laptops, video conferencing solutions, mobile devices, and voice systems
• Bachelor’s degree in technology, computer science, or a related discipline from an accredited institution
• Demonstrated experience supporting investment professionals in the financial industry
• Knowledge of market data and electronic trading platforms such as Bloomberg and Neovest
• Experience scripting and automating operational tasks using tools such as PowerShell and Splunk
• Proven ability to troubleshoot and remediate complex issues across an enterprise, produce root cause analyses, and recommend risk mitigation actions
• Experience using an incident tracking system to document, track, and report incidents, problems, and service requests
• Availability to provide rotational 24x7 on-call support and flexibility for domestic and international travel
• Strong client service skills, self-direction within a global team, and an appetite for learning new technologies
• Commitment to the highest ethical standards

Responsibilities

• Lead delivery of best-in-class end-user technology services across the firm, shaping the support model and directly improving the client experience
• Build and operate hands-on support for PCs, laptops, video conferencing solutions, mobile devices, and collaboration tools to enable high-performance teams
• Troubleshoot and resolve complex hardware, software, and connectivity issues with urgency, clear communication, and client-focused outcomes
• Develop and deliver training, documentation, and knowledge articles to increase technology adoption and client self-sufficiency
• Automate repetitive operational tasks and implement scripting solutions to improve reliability and reduce mean time to resolution
• Manage small and large-scale technology projects by producing written project plans, coordinating resources, and delivering timely status reports
• Partner with vendors and on-site service providers to establish service levels, coordinate escalations, and drive resolution
• Own the incident lifecycle using the incident tracking system, perform root cause analyses, and implement corrective actions to prevent recurrence
• Provide rotational 24x7 on-call support and remain flexible for domestic and international travel to support critical deployments and escalations
• Perform routine system health checks, workstation builds, moves, adds, and changes, and coordinate hardware lifecycle activities to maintain operational readiness

Skills

Client service

Desktop support

Technical troubleshooting

Team collaboration

Education

Bachelor's degree in Technology/Computer Science

Tools

PowerShell

Splunk

Bloomberg

Neovest

Job description

Point72 Asset Management, L.P. is seeking an experienced Technology services lead to drive end-user support across the firm, including PCs, laptops, video conferencing, mobile devices, and collaboration tools.

You will troubleshoot complex issues, deliver training, and create knowledge articles to boost adoption and efficiency. The role requires 5+ years in desktop support or similar, a Bachelor's in technology/computer science, and the ability to work in a fast-paced, global environment with