IT Operations Engineer, End User Computing

Socket.dev; San Francisco (CA); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Health benefits

Parental leave

Wellness programs

Volunteer opportunities

Matching gifts

Affinity groups support

Tuition assistance

401(k) with employer match

Job summary

Point72 is seeking an experienced technology specialist to lead end-user support across the firm. You will manage PCs, laptops, video conferencing, mobile devices, and collaboration tools while delivering training and documentation to boost adoption.

The role requires strong incident handling, root-cause analysis, and collaboration with global teams. The position offers on-site work in San Francisco with potential travel, a focus on enterprise-grade services, and a commitment to high ethical

Qualifications

• 5+ years in client service, desktop or technical support for PCs, video conferencing, mobile devices, and voice systems.
• Bachelor’s degree in technology, computer science, or related discipline.
• 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

Job description

A Career with Point72’s Technology Team

As Point72 reimagines the future of investing, our Technology team is constantly evolving our firm’s IT infrastructure and engineering capabilities, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts who experiment and work to discover new ways to harness open-source solutions, modern cloud architectures, and sophisticated Artificial Intelligence (AI) solutions, while embracing enterprise agile methodologies. Our commitment to building and innovating in the AI space provides the framework intended to drive smarter decision making and enhance how we build and operate our platforms and applications.

As a member of Point72’s Technology team, we encourage and support your professional development from day one—helping you advance your technical skills, contribute innovative ideas, and satisfy your own intellectual curiosity—all while delivering real business impact for our multi-billion-dollar global business.

What you’ll do

• 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

What’s required

• 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

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:

• Fully-paid health care benefits
• Generous parental and family leave policies
• Mental and physical wellness programs
• Volunteer opportunities
• Non-profit matching gift program
• Support for employee-led affinity groups representing women, minorities and the LGBT+ community
• Tuition assistance
• A 401(k) savings program with an employer match and more

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 https://point72.com/.

The annual base salary range for this role is $110,000-$170,000 (USD) , which does not include discretionary bonus compensation or our comprehensive benefits package. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level, among other things.