Point72
Investing
ServiceDeskEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Service Desk Engineer at Point72. Skills: technical support, incident resolution, Windows, Microsoft 365, Active Directory, ITSM platforms, communication. Provide high-quality technical support via phone, chat, email, and self-service channels. Diagnose and resolve incidents across end-user technologies”
What You'll Achieve.
Deliver high-quality technical support; Deliver white-glove service to global employees; Deliver first-contact resolution whenever possible; Contribute to continuous improvement initiatives; Maintain documentation discipline
Industry & Context.
Diagnose and resolve incidents; Troubleshoot identity, networking, and endpoint issues; 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, knowledge of Microsoft 365, knowledge of 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 with global user populations, analytical troubleshooting and 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 via phone
and self-service channels
Diagnose and resolve incidents across end-user technologies
Troubleshoot identity
Deliver first-contact resolution
and manage tickets in the ITSM platform
Escalate complex issues with clear technical documentation
and maintain knowledge base content
Participate in structured shift handovers
Support follow-the-sun operational coverage
Identify opportunities for automation
self-service enhancements
and overall service optimization
Communicate clearly and professionally with users
provide timely updates
maintain composure under pressure
Contribute to continuous improvement initiatives
maintain documentation discipline
How You'll Work.
Team & Collaboration
handover notes to downstream support teams; structured shift handovers; support follow-the-sun operational coverage
Communication Scope
Excellent verbal and written communication skills; Communicate clearly and professionally with users; manage expectations; provide timely updates
Full Job Description
A Career with point72’s Technology team As Point72 reimagines the future of investing, our Technology team 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. 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 support follow‑the‑sun 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 related discipline, or equ
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