First Level IT Support Analyst London, United Kingdom

Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting-edge technology and client commitment. IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers.

As a global technology leader in financial services, IBKR has employees at several sites around the globe. As we continue to grow our staff and offices globally, we require IT support staff to help our employees operate and maintain their technology 24/7/365. Our support team seeks a First Level IT Support Analyst to help manage and triage users' IT issues. The position is well-suited for someone looking to gain in-depth technical experience and exhibit a keen desire to support colleagues with a first-class user experience.

As part of the Enterprise Service Desk team, you will act as the initial point of contact for all staff, helping to explain, quantify, and define their technological issues. Working with employees and team members, you will assist in creating and resolving support tickets, escalating specific technology issues to component owners, and maintaining the trouble ticket queue. As part of an effective lifecycle, you will drive the timely, effective resolution of issues under your care.

Responsibilities:

• First line of contact for all employee IT service requests and issues, including Linux, Mac, and Windows desktop hardware and software.
• VPN/Remote Access.
• Third-party and in-house software.
• Capture, validate, log, categorize, and prioritize service requests and issues.
• Perform initial triage and provide solutions within the agreed SLA.
• Escalate complex issues promptly to the next level of support.
• Effectively communicate status updates and monitor issues to closure.
• Contribute to knowledge base articles to share knowledge.
• Develop and improve problem-solving and troubleshooting workflows for issues and incidents.

Qualifications, Skills & Attributes:

• Willingness to work shifts and weekends.
• Technology enthusiast.
• Good communication and problem-solving skills.
• A keen desire to explore and learn new concepts, systems and technologies.

Preferred qualifications:

• Bachelor's Degree, preferably in a technical field such as Computer Science, Engineering, or equivalent.
• CompTIA A+ certification.
• Experience with Jira, Confluence and Service Now.

To Be Successful in This Position, You Will Have the Following:

• Self-motivated and able to handle tasks with minimal supervision.
• Superb analytical and problem-solving skills.
• Excellent collaboration and communication (Verbal and written) skills.
• Outstanding organizational and time management skills.

Location: 20 Fenchurch Street, London, EC3M 3BY

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, above statutory annual leave, increasing with service.

We currently offer daily company-paid lunch and healthy snack options throughout the day (when working from the office), access to private medical insurance, dental plan and/or health cash plan (including dependants), travel season ticket loans, cycle to work scheme (on successful completion of the probation period).

Interactive Brokers is an Equal Opportunity Employer committed to offering employees a diverse, equitable and inclusive workplace. If you have what it takes to become part of our London office team, please apply today!