First Level IT Support Analyst

Job Description

Interactive Brokers is seeking a First Level IT Support Analyst to join their Enterprise Service Desk team in London. This role is the initial point of contact for all staff, helping to explain, quantify, and define their technological issues. The ideal candidate will be a team player with a passion for technology and an interest in the financial sector.Interactive Brokers offers career support and development, a performance-based bonus scheme, and a hybrid working model.Responsibilities:

• First line of contact for all employee IT service requests and issues.
• Capture, validate, log, categorize, and prioritize service requests and issues.
• Perform initial triage and provide solutions within the agreed SLA.
• Escalate complex issues promptly to the next level of support.
• Effectively communicate status updates and monitor issues to closure.
• Contribute to knowledge base articles to share knowledge.
• Develop and improve problem-solving and troubleshooting workflows for issues and incidents.

Requirements:

• Willingness to work shifts and weekends.
• Technology enthusiast.
• Good communication and problem-solving skills.
• A keen desire to explore and learn new concepts, systems and technologies.
• Bachelor's Degree, preferably in a technical field such as Computer Science, Engineering, or equivalent (preferred).
• CompTIA A+ certification (preferred).
• Experience with Jira, Confluence and Service Now (preferred).

What Interactive Brokers Offers:

• Career support and development
• Performance-based discretionary cash bonus scheme
• Discretionary stock grant
• Group Life Assurance cover
• Group Income Protection
• Occupation pension scheme based on Gross earnings
• Hybrid working model
• Above statutory annual leave, increasing with service
• Daily company-paid lunch and healthy snack options (when working from the office)
• Access to Private Medical Insurance, Dental Plan and/or Health Cash Plan (including dependants)
• Corporate events
• Travel season ticket loans
• Cycle to work scheme