Global Technology Services Engineer

# Global Technology Services EngineerPoint72UKToday## Continue with your CVPDF, Word, or image. Under 10MB.Apply now## Job descriptionGlobal Technology Services Engineer at Point72### About the roleAt Point72, our Technology team plays a pivotal role in advancing our IT infrastructure as we reshape the investment landscape. We are a collective of skilled professionals dedicated to discovering innovative solutions, leveraging open-source technologies, and embracing agile methodologies. Our focus is on continuous learning and development, which fuels creativity and drives enhancements in our offerings.### Key facts**Location:** London, UK**Engagement:** Full-time**Team:** Global Technology Services### What you'll do* Provide outstanding technical support across multiple channels, ensuring a top-tier service experience for employees around the globe.* Diagnose and resolve issues related to end-user technologies, including Windows and Mac systems, Microsoft 365, collaboration tools, financial and trading applications, mobile devices, and enterprise software solutions.* Troubleshoot challenges associated with identity management, networking, and endpoint configurations, including Active Directory, VPNs, and mobile device management systems.* Aim for first-contact resolution while meticulously logging, categorizing, prioritizing, and managing support tickets in the IT service management (ITSM) system, adhering to established service level agreements (SLAs).* Thoroughly document intricate issues and escalate them to the appropriate support teams with comprehensive notes.* Create and maintain knowledge base articles that encapsulate troubleshooting procedures, solutions, and best practices for future reference.* Participate in structured shift transitions to ensure seamless operational support.* Identify and implement opportunities for automation, self-service enhancements, and overall service efficiency improvements.* Maintain clear and professional communication with users, managing their expectations and providing timely updates, even in high-pressure situations.* Contribute to operational excellence by engaging in continuous improvement initiatives and upholding meticulous documentation practices.### Requirements* A minimum of 3 years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support, specifically with a focus on remote assistance in fast-paced environments.* Comprehensive knowledge of Windows, Microsoft 365, Active Directory, and strong troubleshooting skills related to networking and mobile devices.* Familiarity with enterprise ITSM platforms such as ServiceNow or Jira, along with ITIL-based operations and knowledge management practices.* Excellent verbal and written communication skills, with the ability to prioritize tasks, meet SLAs, and manage multiple incidents simultaneously.* A professional demeanor and the ability to adapt in dynamic environments with a diverse global user base.* Experience in the financial services sector, particularly with trading or market data platforms like Bloomberg.* A Bachelor's degree in computer science or a related field, or equivalent hands-on experience.* Willingness to participate in a 24/7 rotational shift schedule and work in-office five days a week.* Strong analytical skills for troubleshooting and identifying root causes, with meticulous attention to detail in documentation.* Relevant certifications such as HDI-SCA, CompTIA A+, ITIL Foundation, or a commitment to obtain them.* Commitment to maintaining the highest ethical standards in all professional interactions.### Nice to have* Experience with cloud technologies and services, particularly in relation to enterprise applications.* Familiarity with scripting languages (e.g., PowerShell, Python) for automation tasks.* Previous exposure to cybersecurity principles and practices.### Skills & tools* Proficient in Windows and Mac operating systems, Microsoft 365 applications, and collaboration tools.* Strong understanding of networking concepts, identity management, and endpoint security.* Experience with ITSM tools like ServiceNow or Jira for ticket management and documentation.* Familiarity with financial services software and trading platforms.### Practical notes* This position is based in London, UK, and requires full-time in-office attendance.* Candidates must be prepared to work in a 24/7 rotational shift schedule to ensure continuous support.* Point72 offers a competitive salary and benefits package, including private medical and dental insurance, generous parental leave, and wellness programs. #J-18808-Ljbffr