A Career with Point72s Technology Team
As Point72 reimagines the future of investing, our Technology group is constantly improving our companys IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. Were a team of experts experimenting, discovering new ways to harness the power of open-source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity.
As a Global Technology Service Engineer, you will serve as a primary point of contact for global technology support requests. You will diagnose and resolve technical issues across end-user computing platforms, enterprise applications, and collaboration tools while delivering professional, high-quality support experience. Engineers in this role are expected to operate with strong technical judgment, resolve issues beyond basic troubleshooting, and contribute to the continuous improvement of our support operations.
What youll do
- Provide highquality technical support via phone, chat, email, and selfservice channels while delivering whiteglove service to global employees.
- Diagnose and resolve incidents across enduser technologies (Windows/Mac), Microsoft 365, collaboration tools, financial/trading apps, mobile devices, and enterprise applications.
- Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, endpoint management, and mobile device management.
- Deliver firstcontact resolution whenever possible while logging, categorizing, prioritizing, and managing tickets in the ITSM platform according to SLAs.
- Escalate complex issues with clear technical documentation, diagnostic details, and handoff notes to downstream support teams.
- Create, improve, and maintain knowledge base content, capturing troubleshooting steps, solutions, and best practices.
- Participate in structured shift handovers and support followthesun operational coverage.
- Identify opportunities for automation, selfservice enhancements, process improvements, and overall service optimization.
- Communicate clearly and professionally with users, manage expectations, provide timely updates, and maintain composure under pressure.
- Support operational excellence by contributing to continuous improvement initiatives and maintaining strong documentation discipline.
Whats required
- 3+ years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support, including remote support in highvolume environments.
- Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices.
- Experience supporting enterprise ITSM platforms (ServiceNow, Jira), ITILaligned operations, and knowledge management practices.
- Excellent verbal and written communication skills with the ability to prioritize work, meet SLAs, and manage multiple incidents simultaneously.
- Professionalism, composure, and adaptability in fastpaced environments with global user populations.
- Experience supporting financial services environments, including exposure to trading or marketdata platforms (e.g., Bloomberg).
- Bachelors degree in computer science or related discipline, or equivalent practical experience.
- Flexibility to work in a 24x7 rotational shift model and willingness to operate inoffice five days per week.
- Strong analytical troubleshooting and rootcause identification skills with high attention to detail and documentation quality.
- Relevant certifications such as HDI-SCA, CompTIA A+, ITIL Foundation (or willingness to obtain).
- Commitment to the highest ethical standards
We take care of our people
We invest in our people, their careers, their health, and their wellbeing. When you work here, we provide:
- Private Medical and Dental Insurances
- Generous parental and family leave policies
- Volunteer opportunities
- Support for employee-led affinity groups representing women, people of colour and the LGBQT+ community
- Mental and physical wellness programmes
- Tuition assistance
- Non-contributory pension and more
About Point72
Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building 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 www.Point72.com/about.
