Infrastructure & Operations - Platform Engineer - Support

Job Description & Responsibilities

As a Windows Platform Support (L1) , you will provide first-level response within Interactive Brokers (IB) for information technology-related issues concerning the Microsoft Windows platform. You will assist business and development end-users via phone, email, and a centralized ticketing system to resolve or escalate IT issues.

This position requires strong technical knowledge and polished communication skills. Key competencies include intermediate knowledge of Windows and networking technologies, a high level of patience when supporting less technically savvy users, and the ability to operate effectively in a fast-paced business environment with a strong sense of urgency. Dependability and a willingness to go above and beyond in resolving technical issues are essential.

Essential Job Functions:

Provide technical assistance and support for reported issues related to computer systems, software, and hardware in accordance with department SLAs.

Assist users via phone, email, in-person, or remote support tools.

Resolve issues involving desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals.

Install operating systems, applications, hardware drivers, and configure system settings per departmental standards.

Troubleshoot problems using diagnostic tools to identify root causes and implement permanent solutions.

Document issue resolutions in the department knowledge base and contribute to self-help articles for employee access.

Maintain timely updates for assigned incidents, including user contact attempts and resolution details, and escalate when necessary.

Participate in department or firmwide projects as directed by IT management.

Support departmental productivity and development goals by attending training programs and team meetings.

Interface professionally with employees at all levels, including executives, to promote a positive image of the department.

Communicate effectively with both technical and non-technical colleagues.

Participate in assigned schedules to ensure coverage.

Qualification & Skills

Knowledge, Education, and Skills:

Minimum of 2+ years of technical support experience.

Bachelor’s degree in Computer Science or completion of an IT apprenticeship with relevant experience.

Certifications such as A+, Network+, Microsoft, or VMware are a plus.

Strong organizational, prioritization, and multitasking abilities.

Team-oriented with a commitment to knowledge sharing.

Ability to explain technical concepts to non-technical stakeholders.

Strong interpersonal and written communication skills.

Attention to detail, flexibility, and ability to work independently.

Demonstrated initiative and problem-solving skills.

Ability to manage multiple high-priority tasks in a fast-paced technical environment.

Technical Experience:

Strong knowledge of Microsoft Windows desktop operating systems.

Strong diagnostic and troubleshooting skills; a natural curiosity and interest in IT.

Proficiency in Microsoft Office applications.

Working knowledge of:

Entra ID and Azure services

Administrative scripting (PowerShell, Python, etc.)

Intune packaging and PC deployments

TCP/IP protocol stack and Wi-Fi

DNS and DHCP

Active Directory environments and Office 365 cloud applications

Desktop imaging, application deployment, and hard drive encryption

Domains and group policies

If you are motivated, have strong initiative, and a sense of responsibility, we offer a position that will challenge and reward you—while giving you the opportunity to contribute to building one of the world’s strongest brokerage brands.