Helpdesk Support Engineer 1

JOB TITLE

Helpdesk Support Engineer

 

A CAreer with point72’S TECHNOLOGY TEAM

As Point72 continues to reimagine the future of investing, our Technology group is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting and discovering new ways to provide exceptional end user experience while embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our team while satisfying your own intellectual curiosity.

Our Technology Infrastructure team engineers and operates the foundational technology platforms that power all of the firm’s applications and businesses. Our disciplines span a broad array of technologies from datacenter infrastructure to large scale cloud services, with the shared goal of providing the most reliable, performant, modern technology platforms to improve time-to-market for our business. We also deliver end-user technology solutions to support the evolving collaboration and productivity needs of our global teams. Our team focuses on innovation and challenging the current state of our infrastructure technology in a fast-paced, dynamic, and collaborative working environment.

 

What you’ll do

 

• 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.

 

What’s REQUIRED

 

• 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.
• Strong scripting and automation skills using tools like PowerShell and Splunk are advantageous.
• Commitment to the highest ethical standards.

 

 

About point72

Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to deliver superior returns for its investors through fundamental and systematic investing strategies across asset classes and geographies. We aim to attract and retain the industry’s brightest talent by cultivating an investor-led culture and committing to our people’s long-term growth. For more information, visit www.Point72.com/about.