First Level IT Support Analyst

1 Month ago • All levels • System Admin

Job Summary

Job Description

Interactive Brokers Group, Inc. is seeking a First Level IT Support Analyst to join their dynamic team. This role involves managing and triaging IT issues for employees, acting as the initial point of contact for all technological concerns. Responsibilities include supporting Linux, Mac, and Windows desktop hardware and software, VPN/Remote Access, and third-party applications. The analyst will capture, validate, log, categorize, and prioritize service requests, perform initial triage, and escalate complex issues. Key activities involve resolving support tickets within SLAs, communicating status updates, contributing to knowledge base articles, and improving troubleshooting workflows. The ideal candidate is a technology enthusiast with strong communication and problem-solving skills, eager to learn new systems and technologies.
Must have:
  • First line of contact for IT service requests
  • Support Linux, Mac, and Windows
  • Handle VPN/Remote Access issues
  • Log, categorize, and prioritize requests
  • Perform initial triage and provide solutions
  • Escalate complex issues promptly
  • Communicate status updates and monitor issues
  • Contribute to knowledge base articles
  • Develop problem-solving workflows
  • Willingness to work shifts and weekends
  • Good communication and problem-solving skills
  • Keen desire to learn new technologies
Good to have:
  • Bachelor's Degree in a technical field
  • CompTIA A+ certification
  • Experience with Jira, Confluence, Service Now
  • Self-motivated with minimal supervision
  • Superb analytical skills
  • Excellent collaboration skills
  • Outstanding organizational skills
  • Outstanding time management skills
Perks:
  • Career support and development
  • Salary commensurate with experience
  • Performance-based discretionary cash bonus scheme
  • Discretionary stock grant
  • Group Life Assurance cover
  • Group Income Protection
  • Occupation pension scheme
  • Hybrid working model
  • Above statutory annual leave
  • Daily company-paid lunch and snack options (when in office)
  • Access to Private Medical Insurance
  • Access to Dental Plan
  • Access to Health Cash Plan
  • Corporate events
  • Travel season ticket loans
  • Cycle to work scheme

Job Details

Company Overview

Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting-edge technology and client commitment.

IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments.

Barron's has recognized Interactive Brokers as the #1 online broker for six consecutive years. Join our dynamic, multi-national team and be a part of a company that simplifies and enhances financial opportunities using state-of-the-art technology.

About Your Team:

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. 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.

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.

Are you a team player who delights in being helpful and effective? Do you have a passion for technology and an interest in the financial sector? Are you curious and motivated to start a career in IT but unsure how to take the first step? Perfect, we want you to apply today!

Responsibilities

  • 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.

Qualifications, Skills & Attributes

Minimum qualifications:

  • 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.

Preferred qualifications:

  • Bachelor's Degree, preferably in a technical field such as Computer Science, Engineering, or equivalent.
  • CompTIA A+ certification.
  • Experience with Jira, Confluence and Service Now.

To Be Successful in This Position, You Will Have the Following:

  • 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.

Location:

20 Fenchurch Street, London, EC3M 3BY

Benefits:

  • Career support and development
  • Salary commensurate with experience
  • Performance-based discretionary cash bonus scheme
  • Discretionary stock grant
  • Group Life Assurance cover
  • Group Income Protection
  • Occupation pension scheme based on Gross earnings
  • Hybrid working model
  • Above statutory annual leave, increasing with service
  • We currently offer daily company-paid lunch and healthy snack options throughout the day (when working from the office)
  • Access to Private Medical Insurance, Dental Plan and/or Health Cash Plan (including dependants) *
  • Corporate events
  • Travel season ticket loans
  • Cycle to work scheme. 

*on successful completion of the probation period

Interactive Brokers is an Equal Opportunity Employer committed to offering employees a diverse, equitable and inclusive workplace.

If you have what it takes to become part of our London office team, please apply today!

Interactive Brokers (UK) values in promoting, monitoring, implementing best practices, policies and procedures and culture in adhering to and promoting the FCA Consumer Duty with the organisation.

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About The Company

Interactive Brokers Group, Inc. (NASDAQ: "IBKR") is a direct access electronic broker catering to the needs of professional and frequent traders, institutional investors, financial advisers, and introducing brokers. For over 40 years, Interactive Brokers has been the pioneer of the electronic trading revolution. We rapidly scaled from a small U.S. options market-maker into a sizable global trading firm by leveraging the power of technology and automation. We are committed to delivering value through technological innovation and providing our clients with unprecedented access to global markets at the lowest cost.

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