Support and Operations Technical Expert

A Career with Point72’s Technology Team

As Point72 continues to reimagine 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 and discovering new ways to provide exceptional end user experience while embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our team while satisfying your own intellectual curiosity.

What you’ll do

• Act as the face of Technology for the local user base in Sydney (and more broadly across APAC as required) and as a key point of escalation for local incident management on any technology-related issues, responsible for managing and clearly communicating progress and incident status across stakeholders and technology teams.
• Provide hands-on technical support, application support, and insightful advice to clients, including local on-boarding support and training on current technology and firm policies.
• Provide clients with best-in-class support experiences, while addressing all client queries and requests with patience and empathy.
• Educate clients on new technologies and processes to enhance technology adoption and promote client empowerment through the use of self-service portals.
• Manage client expectations to enhance the overall technology experience and establish and maintain service level relationships with local and off-site technology service providers.
• Work with in-house and third party infrastructure, application support, and development teams to resolve client issues quickly for local users, providing support seven days per week (during local office hours), as part of a 24x7 on-call support organization,
• Utilize Jira Service Management to document and track all incidents, problems, and requests, and provide written documentation, updates, and root cause analysis on IT issues to management
• Assist in new hire onboarding, user moves, adding and removing equipment, and daily AM and PM system and application checks
• Work with others internally to understand local project requirements and objectives, and develop written project plans to manage projects.

What’s required

• + 5 years of experience in client service, desktop support, or technical support
• Bachelor’s degree from an accredited institution with a concentration in technology, computer science or a related discipline
• Previous experience supporting investment professionals in the financial industry
• Knowledge of market data and electronic trading platforms such as Bloomberg, TT, Tradeweb, etc. coupled with a familiarity with order management systems and trading workflows.
• Basic knowledge of SQL, Windows Server, Linux environment
• Self-motivated individual with great communication and interpersonal skills
• Ability to provide best in class customer service and technology support
• Ability to work independently, while engaging with and supporting the global technology team and maintaining focus and composure in a fast paced, high-pressure environment
• Adherence to the highest ethical standards

We take care of our people

We invest in our people, their careers, their health, and their well-being. When you work here, we provide:

• Health care benefits
• Parental and family leave policies
• Mental and physical wellness programs
• Volunteer opportunities
• Non-profit matching gift program
• Support for employee-led affinity groups representing women, minorities and the LGBT+ community
• Tuition assistance

About Point72

Point72 is a leading global alternative investment firm led by Steven A. Cohen. Building on more than 30 years of investing experience, Point72 seeks to deliver superior returns for its investors through fundamental and systematic investing strategies across asset classes and geographies. We aim to attract and retain the industry’s brightest talent by cultivating an investor-led culture and committing to our people’s long-term growth. For more information, visit www.Point72.com/about.