Technical Support Engineer - L1

About INTERACTIVE BROKERS!
This is a hybrid role (three days in the office/two days remote).

Interactive Brokers Group is at the forefront of trading innovation, starting with the invention of the first floor-based, handheld computer in 1983. We pride ourselves on being primarily a technology company. We continue to challenge the status quo and push boundaries to offer the best trading platform with the most sophisticated features, all to minimize our clients' costs. Software development is the lifeblood of our firm, and it shows in our award-winning desktop, mobile and web applications that provide our clients with the tools they need to be successful. Interactive Brokers Group, Inc. (IBKR) has been rated #1 - Best Online Brokers five years in a row by Barron's. (read article)

About the Team

Our Data Operations team is looking for a Technical Support Engineer—L1 to serve as a system administrator and offer help desk support. This role requires good troubleshooting knowledge and the ability to communicate effectively with internal users. You must also understand complex problems and effectively communicate solutions. The role is well-suited for an organized individual who meets deadlines, follows written procedures and collaborates on improvements.

Responsibilities

• Own resolution of internal user issues and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to system issues, including account setup and network configuration.
• Follow standard procedures for escalating unresolved issues to the appropriate internal team(s)
• Communicate with internal clients (via phone, email, or chat) on corrective actions until a technical issue is solved. Follow up after the troubleshooting.
• Document technical knowledge in notes and manuals. Prepare accurate and timely reports.
• Prioritize and manage several open issues at one time. Ensure all issues are correctly logged.

Requirements

• S. Diploma, Associates or BS degree in Information Technology, Computer Science, or relevant field
• Three+ years of experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• One+ year of experience with Linux/Mac OS environments
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications. Knowledge of Jamf, Commvault and ServiceNow is a plus.
• Excellent problem-solving and communication skills
• Ability to provide written and/or verbal step-by-step technical help
• Additional certification in Linux or similar technologies is a plus.

Company Benefits & Perks

• Competitive salary, annual performance-based bonus and stock grant
• Retirement plan 401(k) with a competitive company match
• Excellent health and wellness benefits, including medical, dental, and vision benefits, and a company-paid medical healthcare premium
• Wellness screenings and assessments, health coaches and counseling services through an Employee Assistance Program (EAP)
• Paid time off and a generous parental leave policy
• Daily company lunch allowance provided, and a fully stocked kitchen with healthy options for breakfast and snack
• Corporate events, including team outings, dinners, volunteer activities and company sports teams
• Education reimbursement and learning opportunities
• Modern offices with multi-monitor setups