Platform Engineer - Support

Position

As a Platform Engineer - Support, you will provide first-level responses within Interactive Brokers (IBKR) to any information technology-related issues regarding the Microsoft Windows platform. You will assist business and development end-users over the phone, by email and through a centralized ticketing system to resolve or escalate any IT issues. This position requires good technical knowledge and polished communication skills. The key competencies include intermediate knowledge of Windows and networking technologies and strong motivation to advance your skills. You need to have patience with those who are less technically savvy and the ability to function in a fast-paced business environment with a high sense of urgency. Additional requirements for this role are dependability and willingness to go above and beyond the call of duty in assisting end-users and following technical issues through to resolution.

Responsibilities

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs.
• Use all means possible to assist users, including phone, email, in-person, or remote support tools.
• Resolve issues related to desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals that employees use.
• Install operating systems, applications, hardware drivers, and customize system settings following department standards.
• Analyze problems using troubleshooting skills and diagnostic tools to locate the root cause and provide a permanent solution to prevent reoccurrence.
• Documents issue resolutions for the department's knowledge base for reference in future incidents and contributes to the creation of self-help articles for employee access.
• Provide timely updates of all activity for assigned incidents, including user contact attempts, and issue resolution details within the incident management system; escalating incidents to other support teams where necessary.
• Participates in department or firmwide projects as instructed by IT Department management.
• Contributes to departmental productivity and development objectives by participating in training programs and team meetings.
• Interact with employees, supervisors, directors, and C-level executives using tact and diplomacy to promote a positive department image. Resolve problem situations in a professional manner.
• Maintains excellent verbal communication skills and the ability to communicate effectively with technical and non-technical colleagues at all organizational levels.
• Participates in the schedule as assigned to provide coverage.

Qualifications, Skills & Attributes

Minimum Qualifications:

• Strong knowledge of Microsoft Windows desktop operating systems.
• Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT.
• Strong knowledge of the Microsoft Office suite.
• Working knowledge of TCP/IP protocol stack and Wi-Fi.
• Working knowledge of DNS and DHCP.
• Working knowledge of supporting a PC domain 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.
• An associate's degree in Computer Science or a similar field is preferred.

Preferred Qualifications:

• A+, Network+, Microsoft, and VMWare certifications are preferred but not required.
• Minimum 2+ years of technical support experience.
• Any equivalent combination of education, experience and training provides the required knowledge, skills, and abilities.
• Possess strong abilities in organizing, prioritizing and multitasking
• Expected to be a team player who shares knowledge for collective growth.
• Able to communicate technical terms to non-technical stakeholders.
• Must have strong interpersonal, communication (written and oral), and client service skills.
• Pays close attention to detail, displays flexibility, works independently, and demonstrates self-direction/self-starter.
• Display resourcefulness when solutions are not evident and take initiative to address problems independently.
• Ability to manage multiple high-priority initiatives in a fast-paced, highly technical environment.

Company Benefits & Perks