Network Support Engineer
Posted on 7/19/2023
Interactive Brokers

1,001-5,000 employees

Multinational brokerage firm
Company Overview
IBKR is on a mission to transform how millions of people trade around the globe. The company operates the largest electronic trading platform in the US by number of daily active users.
Chicago, IL, USA
Experience Level
Desired Skills
Customer Service
  • CCNA (Cisco Certified Network Administrator)
  • Must have basic network level troubleshooting/understanding of network switching
  • Must have 3-7 years system administration knowledge of Microsoft and Linux environments
  • Must have 3-7 years Ticketing system tools experience (Such as ServiceNow, Jira, Remedy but not limited to)
  • 3 years or more recent and significant experience working in a Help Desk, first level support environment
  • Must demonstrate mature interpersonal and communication skills and behaviors
  • Must have excellent organizational and multitasking skills, including the ability to meet deadlines, follow written procedures, while maintaining superior customer service at all times with all users
  • Requires the disposition and ability to adapt to ongoing changes and the adoption of new technologies in a rapidly evolving IT environment
  • Familiarity with service management frameworks strongly desired. ITIL Certification or similar, a plus
  • Demonstrated knowledge of the OSI model
  • Must be able to create, manage and oversee telecoms and hardware troubleshooting tickets
  • Requires the ability to learn to effectively triage core applications and know when to escalate
  • Requires the ability to exercise a reasonable amount of independent judgment
  • Must support the team, share knowledge, ask questions and act continually on behalf of service improvement
  • Attend weekly team meetings and scheduled group- and firm-wide meetings
  • Must be able to lift up to 50 Lbs for hardware installation
  • Good understanding of computer systems and other tech products
  • Basic understanding of Wi-Fi networking and protocols
  • Serve as the first point of contact for internal customers seeking technical assistance over the phone or email
  • Ensure that requests from users are properly triaged, logged, assigned and responded in a timely manner
  • Follow-up with the clients on the status of their requests
  • Understanding of network issues related to end user problems
  • Direct unresolved issues to the next level of support personnel
  • Telephony system administration, voicemail and recording management
  • Video and audio-conferencing management and implementation
  • White glove executive support
  • WiFi administration/troubleshooting
  • Manage hardware deployments (Racking, Stacking, Cabling and Labeling)
  • Troubleshooting basic hardware and software problems for various desktops, laptops, printers, and network devices in a mixed platform of various operating systems. (Windows, Mac and Unix)
  • Perform basic network administration
  • Perform other related administrative functions and duties as may be required
  • Inventory and asset management of networking devices