Overview: DV is looking for a highly motivated and customer-focused Client Platforms Engineer to join our dynamic Chicago IT support team. In this role, you will be responsible for providing exceptional technical support and assistance to DV Trading's end-users. Your primary goal will be to ensure the smooth functioning of IT services, resolve technical issues promptly, and deliver top-notch customer service.
Job Responsibilities:- First Point of Contact: Acting as the first point of contact for IT, you will be the point person for all issues and requests from end-users via phone, tickets, email, Slack, or in-person. You will ensure that all requests are acknowledged, logged, prioritized, and properly routed in our ticketing system.
- Technical Troubleshooting: Identify and diagnose hardware, software, and application problems. Resolve issues efficiently or escalate to the appropriate team for further investigation.
- Incident Management: Follow established procedures for incident management, ensuring timely and accurate resolution of technical problems while keeping the end-users informed of progress.
- Request Fulfillment: Handle service requests such as password resets, software installations, access permissions, and hardware configurations in a timely and efficient manner.
- Documentation: Maintain accurate records of all service desk interactions, including incidents and service requests. Document solutions and create knowledge base articles to facilitate self-service.
- IT Asset Management: Assist in managing IT assets, including inventory, tracking, and allocation of hardware and software licenses.
- Continuous Improvement: Actively participate in ongoing training and development to enhance technical skills and keep abreast of emerging technologies and best practices. Propose process improvements to enhance service delivery.
- Customer Service: Provide exceptional customer service, demonstrating strong interpersonal skills and empathy while dealing with end-users.
- Communication: Communicate effectively with both technical and non-technical stakeholders, translating technical concepts into understandable language.
- Team Collaboration: Collaborate with other IT teams to resolve complex technical issues and ensure smooth coordination in handling IT projects.
Requirements:- 4+ years of experience as a Service Desk Engineer or similar role in an IT support environment
- Solid knowledge of IT fundamentals, including operating systems (Windows, macOS, Linux), software applications, hardware, and networking concepts
- Familiarity with service desk ticketing systems and incident management procedures
- Experience with endpoint management solutions such as: SCCM, Intune, Jamf
- Strong problem-solving and analytical skills with a keen eye for detail
- Excellent communication and interpersonal skills with a customer-oriented approach
- Ability to work well under pressure and manage multiple tasks simultaneously
- Willingness to work on-call rotation, including weekends and holidays, to ensure 24/7 coverage
- Ability to work in our Chicago office 5 days a week
Benefits: - Discretionary bonus eligibility
- Medical, dental, and vision insurance
- HSA, FSA, and Dependent Care Options
- Employer Paid Group Term Life and AD&D insurance
- Voluntary LTD, Life & AD&D insurance
- Flexible Vacation policy
- Retirement plan with employer match
The range below reflects the expected base salary for this position. It represents a good-faith estimate of the base pay we anticipate offering, with actual compensation determined by your experience, education, skills, and performance throughout the interview process. This role is also eligible for a discretionary bonus (at DV Trading's discretion) and DV Trading's benefits package, including the benefits listed above.
Base Salary Range
$100,000-$130,000 USD
