Infrastructure & Operations - Platform Engineer - Support

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).

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.

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.
• 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).
• Travel season ticket loans.
• Cycle to work scheme.

Interactive Brokers is an Equal Opportunity Employer committed to providing a diverse, equitable, and inclusive workplace for its employees.