Network Support Engineer L1

Profile

Join the Interactive Brokers Team!
Interactive Brokers Group has been consistently at the forefront of trading innovation
, starting with the invention of the first floor-based handheld computer in 1983 and 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 for the lowest cost to our customers. Software development is the lifeblood of our firm, and it shows in our stellar brokerage platform. We offer award-winning desktop, mobile and web applications which provide our clients with the tools they need to be successful. **MEMBERS ONLY**SIGN UP NOW***. (IBKR); is rated #1 - Best Online Brokers 4 years in a row by Barron’s , Best Online Brokers - Barron's Award
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Interactive Brokers is looking for a competent Network Support Engineer, under the general supervision of the Network Operations team. The Network Support Engineer must have good technical knowledge and be able to communicate effectively to understand the problem and explains its solution. You must be customer-oriented and patient to deal with internal customers. The goal is to create value for internal customers that will help resolve issues quickly
Daily Duties Include:
Serve as the first point of contact for internal customers seeking technical assistance over the phone or email.
Ensure that requests from users are properly triaged, logged, assigned and responded in a timely manner.
Follow-up with the clients on the status of their requests
Understanding of network issues related to end user problems.
Direct unresolved issues to the next level of support personnel.
Telephony system administration, voicemail and recording management
Video and audio-conferencing management and implementation
White glove executive support
WiFi administration/troubleshooting
Manage hardware deployments (Racking, Stacking, Cabling and Labeling)
Troubleshooting basic hardware and software problems for various desktops, laptops, printers, and network devices in a mixed platform of various operating systems. (Windows, Mac and Unix)
Perform basic network administration
Perform other related administrative functions and duties as may be required
Inventory and asset management of networking devices.
Key Technical Skills & Competencies:
CCNA (Cisco Certified Network Administrator)
Must have basic network level troubleshooting/understanding of network switching
Must have 3 years system administration knowledge of Microsoft and Linux environments
Must have 3 years Ticketing system tools experience (Such as ServiceNow, Jira, Remedy but not limited to)
3 years or more recent and significant experience working in a Help Desk, first level support environment.
Must demonstrate mature interpersonal and communication skills and behaviors.
Must have excellent organizational and multitasking skills, including the ability to meet deadlines, follow written procedures, while maintaining superior customer service at all times with all users.
Requires the disposition and ability to adapt to ongoing changes and the adoption of new technologies in a rapidly evolving IT environment.
Familiarity with service management frameworks strongly desired. ITIL Certification or similar, a plus.
Demonstrated knowledge of the OSI model.
Must be able to create, manage and oversee telecoms and hardware troubleshooting tickets.
Requires the ability to learn to effectively triage core applications and know when to escalate.
Requires the ability to exercise a reasonable amount of independent judgment.
Must support the team, share knowledge, ask questions and act continually on behalf of service improvement.
Attend weekly team meetings and scheduled group- and firm-wide meetings.
Must be able to lift up to 50 Lbs for hardware installation
Good understanding of computer systems and other tech products.
Basic understanding of Wi-Fi networking and protocols
Company Benefits & Perks
Competitive salary, annual performance-based bonus and stock grant
Retirement plan 401(k) with competitive company match
Excellent health and welfare benefits including medical, dental, and vision benefits
Wellness screenings and assessments, health coaches and counseling services through Employee Assistance Program (EAP)
Paid time off and a generous parental leave policy
Daily company paid lunch 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 sit/stand desks and multi-monitor setups
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Company Overview
Interactive Brokers (IBKR), a subsidiary of publicly-traded **MEMBERS ONLY**SIGN UP NOW***., based in Greenwich, Connecticut (NASDAQ: IBKR) is a low-cost provider of trade execution and clearing services for active traders, institutional investors, financial advisors and introducing brokers. IBKR’s premier technology provides electronic access to stocks, options, futures, forex, bonds, and funds worldwide from a single IBKR Integrated Investment account. IBKR is one of the largest online brokers by trade volume and is consistently ranked at the top of its field.
Our employees are part of a dynamic, multinational, fast-paced, results-oriented team working to provide our customers with state-of-the-art trading technology, superior execution capabilities, worldwide electronic access, and sophisticated risk management tools.
Our headquarters are in Greenwich, CT, USA. IBKR has offices in the United States, Australia, Canada, China, Estonia, Hong Kong, Hungary, India, Ireland, Japan, Russia, Singapore, Switzerland and United Kingdom.
IBKR is a member of NYSE, FINRA, and SIPC. Interactive Brokers Group brokerage affiliates are regulated by securities and commodities agencies around the world.
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