Platform Engineer – Support
You will provide first-level response within Interactive Brokers (IBKR) on any information technology-related issues concerning the Microsoft Windows platform. You will assist business and development end-users via telephone, email, and a centralised ticketing system to resolve or escalate IT issues.
This position requires strong technical knowledge and polished communication skills. Key competencies include intermediate knowledge of Windows and networking technologies, combined with a strong motivation to develop your skills further. You must demonstrate patience with those who are less technically proficient and be able to function effectively in a fast-paced business environment with a high sense of urgency.
Additional requirements for this role include dependability and a willingness to go above and beyond the call of duty in assisting end-users and following technical issues through to resolution.
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.
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)
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
- Hybrid working model*
- 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)*
- Corporate events
- 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.
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