Point72
Investment
GlobalTechnologyServicesEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Global Technology Services Engineer at Point72. Skills: Technical Support, End-User Computing, ITSM Platforms. Provide high-quality technical support. Diagnose and resolve incidents”
What You'll Achieve.
deliver white-glove service; delivering professional, high-quality support experience; support operational excellence
Industry & Context.
technical judgment; resolve issues beyond basic troubleshooting; analytical troubleshooting; root-cause identification
Flexibility to work in a 24x7 rotational shift model, willingness to operate in-office five days per week
What They're Looking For.
Must Have
3+ years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support, remote support in high-volume environments, knowledge of Windows, Microsoft 365, Active Directory, core troubleshooting across networking, endpoints, and mobile devices, Experience supporting enterprise ITSM platforms (ServiceNow, Jira), ITIL-aligned operations, knowledge management practices, Excellent verbal and written communication skills, ability to prioritize work, meet SLAs, manage multiple incidents simultaneously, Professionalism, composure, adaptability in fast-paced environments, global user populations, analytical troubleshooting, root-cause identification skills, high attention to detail, documentation quality, Commitment to the highest ethical standards
Nice to Have
Experience supporting financial services environments, exposure to trading or market-data platforms (e.g., Bloomberg), Relevant certifications such as HDI-SCA, CompTIA A+, ITIL Foundation (or willingness to obtain)
What You'll Do.
Provide high-quality technical support
Diagnose and resolve incidents
Troubleshoot identity
Deliver first-contact resolution
Escalate complex issues
and maintain knowledge base content
Participate in structured shift handovers
Support follow-the-sun operational coverage
Identify opportunities for automation
Contribute to continuous improvement initiatives
Maintain documentation discipline
How You'll Work.
Team & Collaboration
Handoff to downstream support teams; Support employee-led affinity groups
Communication Scope
Excellent verbal and written communication skills; Communicate clearly and professionally with users; manage expectations; provide timely updates; maintain composure under pressure
Full Job Description
A Career with Point72’s Technology Team As Point72 reimagines the future of investing, our Technology group is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re 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 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 (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 first‑contact 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
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