Windows Platform Engineer - Support

Join to apply for the Windows Platform Engineer - Support role at Interactive Brokers. 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 24/7 global electronic brokerage services and serve individual investors and institutions worldwide.

As a Platform Engineer – Support, you will provide first-level response within Interactive Brokers on IT-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 sound technical knowledge and polished communication skills. Key competencies include intermediate knowledge of Windows and networking technologies, with a strong motivation to advance your skills. You must demonstrate patience with less technically proficient users and function effectively in a fast-paced environment with a high sense of urgency. You should be dependable and willing to go above and beyond to assist end-users and follow issues through to resolution.

We operate a hybrid working model in London, with lunch provided when in the office.

Responsibilities

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware in a timely manner 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 and contribute to 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 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 in a professional manner and promote a positive image of the department.
• 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.
• Team player who shares knowledge for collective growth.
• Ability to communicate technical concepts to non-technical stakeholders.
• Strong interpersonal and communication skills, with a client service-oriented approach.
• Attention to detail, flexibility, independence, and initiative.
• Resourcefulness and ability 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 curiosity about 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 TCP/IP, DNS, DHCP, Wi-Fi, and Active Directory environments.
• Working knowledge of the Office 365 cloud application suite.
• Working knowledge of desktop imaging, application deployment, and hard drive encryption.

Location and Hours

20 Fenchurch Street, London, EC3M 8AF. Coverage between 7:30am - 6:00pm, Monday – Friday (hybrid model). Hours to be agreed.

Benefits

• Career development opportunities.
• Salary commensurate with experience.
• Performance-based discretionary cash bonus scheme.
• Discretionary stock grant.
• Group Life Assurance.
• Group Income Protection.
• Occupational pension scheme based on gross earnings.
• Hybrid working model.
• Annual leave above statutory minimum.
• Company-paid lunch and healthy snacks when in the office.
• Private Medical Insurance, Dental Plan, and/or Health Cash Plan (including dependants).
• Corporate events.
• Travel season ticket loans.
• Cycle to work scheme.
• Probation period conclusion-based terms.

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.

Interactive Brokers (UK) is committed to promoting, monitoring, and implementing best practices, policies, procedures, and culture in adherence to the FCA Consumer Duty.