IT Operations Engineer, End User Computing
Point72 , San Francisco +1
What you will do
- Lead delivery of best-in-class end-user technology services across the firm, shaping the support model and directly improving the client experience
- Build and operate hands-on support for PCs, laptops, video conferencing solutions, mobile devices, and collaboration tools to enable high-performance teams
- Troubleshoot and resolve complex hardware, software, and connectivity issues with urgency, clear communication, and client-focused outcomes
- Develop and deliver training, documentation, and knowledge articles to increase technology adoption and client self-sufficiency
- Automate repetitive operational tasks and implement scripting solutions to improve reliability and reduce mean time to resolution
- Manage small and large-scale technology projects by producing written project plans, coordinating resources, and delivering timely status reports
- Partner with vendors and on-site service providers to establish service levels, coordinate escalations, and drive resolution
- Own the incident lifecycle using the incident tracking system, perform root cause analyses, and implement corrective actions to prevent recurrence