Infrastructure & Operations - Platform Engineer - Support

Overview

Platform Engineer – Support at Interactive Brokers (IBKR) provides first-level response for information technology-related issues concerning the Microsoft Windows platform. You will assist business and development end-users via telephone, email, and a centralized ticketing system to resolve or escalate IT issues. This role requires strong technical knowledge and polished communication skills, with intermediate knowledge of Windows and networking technologies and a motivation to develop further. You must demonstrate patience with users who are less technically proficient and function effectively in a fast-paced, high-urgency environment. Dependability and a willingness to go above and beyond to assist end-users and drive issues through to resolution are essential. The position operates in a hybrid model based in London on Fenchurch Street.

We offer daily lunch in the office and a flexible hybrid working arrangement.

Essential Responsibilities

• Provide technical assistance and support for reported issues related to computer systems, software, and hardware to meet departmental SLAs.
• Utilize all available channels to assist users, including telephone, email, in-person support, and remote support tools.
• Resolve issues related to desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals.
• Install operating systems, applications, hardware drivers, and customize system settings according to departmental standards.
• Analyze problems using troubleshooting skills and diagnostic tools to identify root causes and implement permanent solutions to prevent recurrence.
• Document issue resolutions in the departmental knowledge base and contribute to self-help articles for employee access.
• Provide timely updates on all activity for assigned incidents within the incident management system and escalate as necessary.
• Participate in departmental or firmwide projects as directed by IT Department management.
• Contribute to departmental productivity and development by participating in training programs and team meetings.
• Interface with employees, supervisors, directors, and executives with tact and diplomacy to promote a positive image of the department; resolve problems professionally.
• Maintain excellent verbal communication skills to engage with technical and non-technical colleagues at all levels.
• Participate in the assigned schedule to ensure coverage.

Knowledge, Education and Skills

• Associate’s Degree in Computer Science or a related field preferred.
• Certifications such as A+, Network+, Microsoft, and VMware preferred.
• Proven technical support experience.
• Ability to communicate technical concepts to non-technical stakeholders.
• Strong interpersonal and written/oral communication skills with a client-service orientation.
• Attention to detail, flexibility, independence, initiative, and resourcefulness.
• Strong organizational, prioritization, and multitasking abilities.
• Team player with a willingness to share knowledge for collective growth.
• Ability to manage multiple high-priority initiatives in a fast-paced, highly technical environment.

Technical Experience

• Strong knowledge of Microsoft Windows desktop operating systems.
• Strong diagnostic and troubleshooting skills with curiosity about IT.
• Strong knowledge of the Microsoft Office suite.
• Working knowledge of Entra ID and Azure services.
• Working knowledge of administrative scripting (PowerShell, Python, etc.).
• Working knowledge of Intune packaging and PC deployments.
• Working knowledge of TCP/IP, Wi-Fi, DNS, and DHCP.
• Experience supporting PCs in an Active Directory environment.
• Working knowledge of the Office 365 cloud suite.
• Experience with desktop imaging, application deployment, and hard drive encryption.
• Working knowledge of Active Directory, domains, and group policies.

Location and Hours

Address: 20 Fenchurch Street, London, EC3M 8AFCoverage between 7:30 am – 6:00 pm (hours to be agreed), Monday – Friday (hybrid model).

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.
• Occupational pension scheme based on gross earnings.
• Hybrid working model.
• Annual leave above statutory minimum, increasing with service.
• Daily company-paid lunch and healthy snack options when in 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.

*Subject to successful completion of the probation period.

Equal Opportunity

Interactive Brokers is an Equal Opportunity Employer committed to providing a diverse, equitable, and inclusive workplace. Interactive Brokers (UK) supports best practices, policies, procedures, and culture in adherence to FCA Consumer Duty.