Service Desk Engineer, Technology

A Career with point72’s Technology team As Point72 reimagines the future of investing, our Technology team is constantly evolving our firm’s IT infrastructure and engineering capabilities, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts who experiment and work to discover new ways to harness open-source solutions, modern cloud architectures, and sophisticated Artificial Intelligence (AI) solutions, while embracing enterprise agile methodologies. Our commitment to building and innovating in the AI space provides the framework intended to drive smarter decision making and enhance how we build and operate our platforms and applications.

As a member of Point72’s Technology team, we encourage and support your professional development from day one—helping you advance your technical skills, contribute innovative ideas, and satisfy your own intellectual curiosity—all while delivering real business impact for our multi-billion-dollar global business.

What You’Ll Do

Provide high‑quality technical support via phone, chat, email, and self‑service channels while delivering white‑glove service to global employees. Diagnose and resolve incidents across end‑user technologies, including Mac and Windows environments, Microsoft 365, collaboration tools, financial and trading apps, mobile devices, and enterprise applications. Troubleshoot identity, networking, and endpoint issues across Active Directory, VPN, device configuration, endpoint management, and mobile device management.

Resolve incidents at first contact whenever possible, ensuring timely and accurate ticket management in accordance with 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 24/7 global operational coverage. Identify opportunities for automation, self‑service 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. What’s REQUIRED Bachelor’s degree in computer science or a related discipline, or equivalent experience. 3+ years of experience providing technical support in remote, high‑volume environments.

Certifications in CompTIA A+ and a willingness to obtain ITIL Foundation and HDI_SCA. Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices. Experience supporting enterprise ITSM platforms, such as ServiceNow or Jira, ITIL‑aligned operations, and knowledge management practices.

Experience supporting financial services environments, including exposure to trading or market‑data platforms, such as Bloomberg. Excellent verbal and written communication skills, with the ability to prioritize work, meet SLAs, and manage multiple incidents simultaneously. Flexibility to work in a 24/7 rotational shift model, with a willingness to work in‑office five days per week.

Strong analytical troubleshooting and root‑cause identification skills, with high attention to detail and documentation quality. Commitment to the highest ethical standards. We take care of our people We invest in our people, their careers, their health, and their wellbeing.

Benefits

Generous parental and family leave policies Volunteer opportunities Support for employee-led affinity groups representing women, people of color and the LGBT+ community Mental and physical wellness programs Tuition assistance A 401(k) savings program with an employer match and more About point72 Point72 is a leading global alterna