Service Desk Engineer, Technology

A CAREER WITH POINT72S TECHNOLOGY TEAM
As Point72 reimagines the future of investing our Technology team is constantly evolving our firms IT infrastructure and engineering capabilities positioning us at the forefront of a rapidly evolving technology landscape. Were a team of experts who experiment and work to discover new ways to harness open-source solutions modern cloud architectures and sophisticated Artificial Intelligence (AI) solutions while embracing enterprise agile methodologies. Our commitment to building and innovating in the AI space provides the framework intended to drive smarter decision making and enhance how we build and operate our platforms and applications.
As a member of Point72s Technology team we encourage and support your professional development from day onehelping you advance your technical skills contribute innovative ideas and satisfy your own intellectual curiosityall while delivering real business impact for our multi-billion-dollar global business.
WHAT YOULL DO
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Provide multichannel remote support via phone email and messaging channels to global colleagues
Diagnose and resolve incidents and service requests across end-user technologies
Log categorize prioritize and manage tickets in alignment with SLA targets
Escalate complex issues to Level 2/3 teams with clear and thorough documentation
Communicate effectively with clients managing expectations and providing timely updates
Contribute to knowledge base articles and continuous service improvement initiatives
Participate in structured shift handovers to ensure seamless global coverage

WHATS REQUIRED
2 years of experience in a help desk desktop support or technical support role
Experience providing remote support in a high-volume environment
Strong knowledge of Microsoft Windows and Microsoft 365
Familiarity with ITSM tools such as ServiceNow
Understanding of Active Directory basic networking mobile devices and endpoint troubleshooting
Excellent verbal and written communication skills
Strong documentation discipline and attention to detail
Ability to prioritize effectively and meet service level targets
Composure and professionalism in a fast-paced environment
Flexibility to work in a 24/7 rotational shift model
Commitment to the highest ethical standards

WE TAKE CARE OF OUR PEOPLE
We invest in our people their careers their health and their well-being. When you work here we provide:
Fully-paid health care benefits
Generous parental and family leave policies
Volunteer opportunities
Support for employee-led affinity groups representing women people of color and the LGBT community
Mental and physical wellness programs
Tuition assistance
A 401(k) savings program with an employer match and more

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 industrys brightest talent by cultivating an investor-led culture and committing to our peoples long-term growth. For more information visit annual base salary range for this role is $100000-$135000 (USD) which does not include discretionary bonus compensation or our comprehensive benefits package. Actual compensation offered to the successful candidate may vary from posted hiring range based upon geographic location work experience education and/or skill level among other things.