Point72 is hiring a
IT Operations Engineer

Summary

Point72's Technology Infrastructure Team is seeking an IT Operations Engineer to provide a range of services essential for efficient operation of their client-focused technology service model. The ideal candidate will have demonstrated ability to provide outstanding customer service, work independently or as part of a team, and possess proficiency in voice, mobile technology, Microsoft Windows based systems, and the Microsoft Office suite of tools.

Requirements

• Minimum 4 years of experience in client service, desktop support or technical support role
• Bachelor’s degree from an accredited institution with a concentration in Technology, Computer Science or related discipline
• Previous experience supporting investment professionals in the financial industry
• Knowledge of market data and electronic trading platforms such as Bloomberg, Neovest, etc
• Scripting and automation using tools such as PowerShell, Splunk, etc
• Ability to troubleshoot and remediate complex issues across the entire Firm, provide Root Cause Analyses (RCA) and make recommendations to mitigate future risk
• Ability to provide best in class customer service and technology support
• Ability to identify issues that need urgent attention, depending on your knowledge of the business impact of the issue
• Ability to maintain composure and focus in a fast paced, high-pressure environment
• Ability to work independently, while engaging and supporting the global technology team

Responsibilities

• Provide hands on technical support and insightful advice to clients
• Focus on providing clients with best-in-class support experiences
• Acknowledge and address all client queries, requirements and needs with patience and empathy
• Provide guidance and training to clients on current technology and corporate policies
• Educate clients on new technologies and processes to enhance technology adoption
• Promote client empowerment through the use of self-service portals
• Manage client expectations to enhance the overall technology experience
• Establish and maintain service level relationships with local and off-site technology service providers
• Develop written project plans to manage small and large-scale projects
• Be available to provide rotational, 24x7 on-call support
• Quickly diagnose and resolve technology issues
• Provide clients with training and advice on Point72 related technologies and transformations
• Perform moves, adds and changes as needed
• Utilize Jira Service Management to document and track all Incidents, Problems and Requests
• Provide written documentation, updates, and root cause analysis on IT issues to management as required
• Create knowledge-based articles for newly discovered issues
• Perform daily AM and PM system checks as per documented procedures
• Create and distribute status reports