Helpdesk Support Engineer 1

Summary

Join Point72's Technology team and deliver outstanding remote customer service and technical support to employees. Utilize Jira Service Management to track incidents and requests, diagnose and resolve technology issues efficiently, and engage other support teams for complex problems. Manage and prioritize support requests, educate users through self-service portals, and create knowledge-based articles for common issues. Collaborate with technology service providers and provide written documentation and root cause analysis to management. The role requires a minimum of 4 years of experience in client service or technical support, a bachelor's degree in a related field, and proficiency in troubleshooting Microsoft Windows/Apple systems and Microsoft Office tools. Familiarity with market data platforms is also needed. The ideal candidate will possess strong scripting and automation skills and a commitment to high ethical standards.

Requirements

• Minimum 4 years of experience in client service, desktop support, or technical support roles
• Bachelor’s degree in technology, computer science, or a related discipline
• Proficiency in troubleshooting Microsoft Windows/Apple MacBook systems and Microsoft Office tools
• Familiarity with market data and electronic trading platforms such as Bloomberg and Neovest
• Ability to work independently and collaboratively within a global team, maintaining composure in high-pressure environments
• Commitment to the highest ethical standards

Responsibilities

• Deliver outstanding remote customer service and technical support to Point72 employees
• Utilize Jira Service Management to document and track all incidents, problems, and requests
• Diagnose and resolve technology issues efficiently, providing clear guidance and advice
• Engage and escalate complex issues to other support and engineering teams as necessary
• Manage and prioritize support requests using ticket tracking platform
• Educate and empower users through self-service portals and training on new technologies and processes
• Create and maintain knowledge-based articles for common issues and solutions
• Collaborate with local and off-site technology service providers to enhance service delivery
• Provide written documentation, updates, and root cause analysis on technology issues to management as required
• Create knowledge-based articles for newly discovered issues

Preferred Qualifications

Strong scripting and automation skills using tools like PowerShell and Splunk are advantageous