First Level IT Support Analyst, Interactive Brokers

• The position is well-suited for someone looking to gain in-depth technical experience and exhibit a keen desire to support colleagues with a first-class user experience
• Willingness to work shifts and weekends
• Technology enthusiast
• Good communication and problem-solving skills
• A keen desire to explore and learn new concepts, systems and technologies
• Self-motivated and able to handle tasks with minimal supervision
• Superb analytical and problem-solving skills
• Excellent collaboration and communication (Verbal and written) skills
• Outstanding organizational and time management skills

Desirable

• As a global technology leader in financial services, IBKR has employees at several sites around the globe
• As we continue to grow our staff and offices globally, we require IT support staff to help our employees operate and maintain their technology 24/7/365
• Our support team seeks a First Level IT Support Analyst to help manage and triage users' IT issues
• As part of the Enterprise Service Desk team, you will act as the initial point of contact for all staff, helping to explain, quantify, and define their technological issues
• Working with employees and team members, you will assist in creating and resolving support tickets, escalating specific technology issues to component owners, and maintaining the trouble ticket queue
• As part of an effective lifecycle, you will drive the timely, effective resolution of issues under your care
• First line of contact for all employee IT service requests and issues, including:
• Linux, Mac, and Windows desktop hardware and software
• VPN/Remote Access
• Third-party and in-house software
• Capture, validate, log, categorize, and prioritize service requests and issues
• Perform initial triage and provide solutions within the agreed SLA
• Escalate complex issues promptly to the next level of support
• Effectively communicate status updates and monitor issues to closure
• Contribute to knowledge base articles to share knowledge
• Develop and improve problem-solving and troubleshooting workflows for issues and incidents