Service Desk Engineer, Technology

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Skills you'll use

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.

About Point72

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