Interactive Brokers Group, Inc.
Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting edge technology and client commitment. IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments. As a Platform Engineer - Support, you will provide first level response within Interactive Brokers (IBKR) on any information technology related issues concerning the Microsoft Windows platform. You will assist business and development end users via telephone, email, and a centralised ticketing system to resolve or escalte IT issues. This position requires strong technical knowledge and polished communication skills. Key competencies include intermediate knowledge of Windows and networking technologies, combined with a strong motivation to develop your skills further. You must demonstrate patience with those who are less technically proficient and be able to function effectively in a fast paced business environment with a high sense of urgency. Additional requirements for this role include dependability and a willingness to go above and beyond the call of duty in assisting end users and following technical issues through to resolution. Essential Job Functions Provide technical assistance and support for reported issues related to computer systems, software, and hardware promptly to meet departmental SLAs. Use all available means to assist users, including telephone, email, in person support, and remote support tools. Resolve issues related to desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees. Install operating systems, applications, hardware drivers, and customise system settings in accordance with departmental standards. Analyse problems using troubleshooting skills and diagnostic tools to identify the root cause and implement permanent solutions to prevent recurrence. Document issue resolutions in the departmental knowledge base for future reference and contribute to the creation of self help articles for employee access. Provide timely updates on all activity for assigned incidents, including user contact attempts and resolution details, within the incident management system. Escalate incidents to other support teams where necessary. Participate in departmental or firm wide projects as instructed by the IT Department management. Contribute to departmental productivity and development objectives by participating in training programmes and team meetings. Interface with employees, supervisors, directors, and C level executives, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolve problem situations in a professional manner. Maintain excellent verbal communication skills, with the ability to communicate effectively with technical and non technical colleagues at all levels of the organisation. Participate in the assigned schedule to ensure coverage. Knowledge, Education and Skills Required Associate's Degree in Computer Science or a related field preferred. A+, Network+, Microsoft, and VMware certifications preferred. Proven technical support experience. Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities. Strong organisational, prioritisation, and multitasking abilities. Expected to be a team player who shares knowledge for collective growth. Able to communicate technical concepts to non technical stakeholders. Must possess strong interpersonal and communication (written and oral) skills, along with a client service oriented approach. Pays close attention to detail, displays flexibility, works independently, and demonstrates self direction and initiative. Displays resourcefulness when solutions are not immediately evident and takes initiative to resolve problems independently. Ability to manage multiple high priority initiatives in a fast paced, highly technical environment. Technical Experience Required Strong knowledge of Microsoft Windows desktop operating systems. Strong diagnostic and troubleshooting skills, with an innate curiosity and interest in IT. Strong knowledge of the Microsoft Office suite. Working knowledge of Entra ID and Azure services. Working knowledge of administrative scripting (PowerShell, Python, etc.). Working knowledge of Intune packaging and PC deployments. Working knowledge of the TCP/IP protocol stack and Wi Fi. Working knowledge of DNS and DHCP. Working knowledge of supporting PCs in an Active Directory environment. Working knowledge of the Office 365 cloud application suite. Working knowledge of desktop imaging, application deployment, and hard drive encryption. Working knowledge of Active Directory, domains, and group policies. Location and Hours 20 Fenchurch Street, London, EC3M 8AF Coverage between 7:30 am - 6 pm (hours to be agreed), Monday - Friday (currently a Hybrid model) Career support and development Salary commensurate with experience Performance based discretionary cash bonus scheme Discretionary stock grant Group Life Assurance cover Group Income Protection Occupational pension scheme based on gross earnings Annual leave above the statutory minimum, 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) Travel season ticket loans Cycle to work scheme Subject to successful completion of the probation period Interactive Brokers is an Equal Opportunity Employer committed to providing a diverse, equitable, and inclusive workplace for its employees. Interactive Brokers (UK) is committed to promoting, monitoring, and implementing best practices, policies, procedures, and culture in adherence to the FCA Consumer Duty.
Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting edge technology and client commitment. IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments. As a Platform Engineer - Support, you will provide first level response within Interactive Brokers (IBKR) on any information technology related issues concerning the Microsoft Windows platform. You will assist business and development end users via telephone, email, and a centralised ticketing system to resolve or escalte IT issues. This position requires strong technical knowledge and polished communication skills. Key competencies include intermediate knowledge of Windows and networking technologies, combined with a strong motivation to develop your skills further. You must demonstrate patience with those who are less technically proficient and be able to function effectively in a fast paced business environment with a high sense of urgency. Additional requirements for this role include dependability and a willingness to go above and beyond the call of duty in assisting end users and following technical issues through to resolution. Essential Job Functions Provide technical assistance and support for reported issues related to computer systems, software, and hardware promptly to meet departmental SLAs. Use all available means to assist users, including telephone, email, in person support, and remote support tools. Resolve issues related to desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees. Install operating systems, applications, hardware drivers, and customise system settings in accordance with departmental standards. Analyse problems using troubleshooting skills and diagnostic tools to identify the root cause and implement permanent solutions to prevent recurrence. Document issue resolutions in the departmental knowledge base for future reference and contribute to the creation of self help articles for employee access. Provide timely updates on all activity for assigned incidents, including user contact attempts and resolution details, within the incident management system. Escalate incidents to other support teams where necessary. Participate in departmental or firm wide projects as instructed by the IT Department management. Contribute to departmental productivity and development objectives by participating in training programmes and team meetings. Interface with employees, supervisors, directors, and C level executives, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolve problem situations in a professional manner. Maintain excellent verbal communication skills, with the ability to communicate effectively with technical and non technical colleagues at all levels of the organisation. Participate in the assigned schedule to ensure coverage. Knowledge, Education and Skills Required Associate's Degree in Computer Science or a related field preferred. A+, Network+, Microsoft, and VMware certifications preferred. Proven technical support experience. Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities. Strong organisational, prioritisation, and multitasking abilities. Expected to be a team player who shares knowledge for collective growth. Able to communicate technical concepts to non technical stakeholders. Must possess strong interpersonal and communication (written and oral) skills, along with a client service oriented approach. Pays close attention to detail, displays flexibility, works independently, and demonstrates self direction and initiative. Displays resourcefulness when solutions are not immediately evident and takes initiative to resolve problems independently. Ability to manage multiple high priority initiatives in a fast paced, highly technical environment. Technical Experience Required Strong knowledge of Microsoft Windows desktop operating systems. Strong diagnostic and troubleshooting skills, with an innate curiosity and interest in IT. Strong knowledge of the Microsoft Office suite. Working knowledge of Entra ID and Azure services. Working knowledge of administrative scripting (PowerShell, Python, etc.). Working knowledge of Intune packaging and PC deployments. Working knowledge of the TCP/IP protocol stack and Wi Fi. Working knowledge of DNS and DHCP. Working knowledge of supporting PCs in an Active Directory environment. Working knowledge of the Office 365 cloud application suite. Working knowledge of desktop imaging, application deployment, and hard drive encryption. Working knowledge of Active Directory, domains, and group policies. Location and Hours 20 Fenchurch Street, London, EC3M 8AF Coverage between 7:30 am - 6 pm (hours to be agreed), Monday - Friday (currently a Hybrid model) Career support and development Salary commensurate with experience Performance based discretionary cash bonus scheme Discretionary stock grant Group Life Assurance cover Group Income Protection Occupational pension scheme based on gross earnings Annual leave above the statutory minimum, 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) Travel season ticket loans Cycle to work scheme Subject to successful completion of the probation period Interactive Brokers is an Equal Opportunity Employer committed to providing a diverse, equitable, and inclusive workplace for its employees. Interactive Brokers (UK) is committed to promoting, monitoring, and implementing best practices, policies, procedures, and culture in adherence to the FCA Consumer Duty.
Interactive Brokers Group, Inc.
Client Technical Support Supervisor (Additional languages preferred) London, United Kingdom Company Overview Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting edge technology and client commitment. IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments. Barron's has recognized Interactive Brokers as the online broker for six consecutive years. Join our dynamic, multi national team and be a part of a company that simplifies and enhances financial opportunities using state of the art technology. About the role As a Client Technical Support Supervisor at Interactive Brokers, you will play a crucial role in leading and supervising a team of client support professionals to ensure exceptional technical assistance and client service to our clients. This role requires effective communication skills to manage and resolve complex technical issues faced by our clients. If you have initiative and are motivated, analytical and methodical, enjoy working with people, this position will challenge and reward you. In addition, you will be part of a team that is building one of the world's strongest brokerage brands. Responsibilities Lead, mentor, and guide a team of Technical Assistance Client Support Representatives, fostering a positive and collaborative team environment. Oversee the troubleshooting and resolution of complex technical issues related to trading platforms, account setup and software functionalities. Communicate professionally and effectively with clients, acting as an escalation point and providing clear and concise solutions to their technical problems while maintaining high client satisfaction. Identify areas for process improvement within the technical support workflow, proposing and implementing strategies to enhance efficiency and effectiveness. Develop and conduct training sessions for team members, ensuring they are up to date. Monitor and analyze key performance metrics to ensure the team meets or exceeds defined service level agreements (SLAs). Manage and escale critical technical issues to appropriate internal teams while keeping clients informed about issue resolution progress. Ensure accurate documentation of client interactions, technical issues, and resolutions in internal systems. Prepare and present regular reports to management, highlighting team performance, trends in technical issues, and areas for improvement. Requirements Bachelor's degree preferred (STEM fields), a valid IT certification, or equivalent experience of no less than five years. Three plus years in a client facing support role. Five plus years of experience working with Windows, Macs, software and connectivity support. Previous experience in a supervisory, team lead or technical lead role demonstrating effective leadership and coaching skills. Ability to work flexibly under pressure. Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders. Motivating communicator capable of commanding respect from partners and peers. Experience working with support ticketing systems (knowledge of Confluence/JIRA is a plus). Adaptable to a constantly evolving technical environment. Initiative and desire to learn new skills/technologies and remain current with the latest trends. Passion for solving technical problems. Languages: Fluency in English is a must. Proficiency in any other language is a plus. Experience with financial products and services is a plus. Location and Hours 20 Fenchurch Street, London, EC3M 8AF 8:00 am - 5 pm, Monday - Friday (currently a Hybrid model) Benefits Career support and development Salary commensurate with experience Performance based discretionary cash bonus scheme Discretionary stock grant Group Life Assurance cover Group Income Protection Occupational pension scheme based on gross earnings Annual leave above the statutory minimum, 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) Travel season ticket loans Cycle to work scheme Subject to successful completion of the probation period Interactive Brokers is an Equal Opportunity Employer committed to providing a diverse, equitable, and inclusive workplace for its employees. Interactive Brokers (UK) is committed to promoting, monitoring, and implementing best practices, policies, procedures, and culture in adherence to the FCA Consumer Duty.
Client Technical Support Supervisor (Additional languages preferred) London, United Kingdom Company Overview Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting edge technology and client commitment. IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments. Barron's has recognized Interactive Brokers as the online broker for six consecutive years. Join our dynamic, multi national team and be a part of a company that simplifies and enhances financial opportunities using state of the art technology. About the role As a Client Technical Support Supervisor at Interactive Brokers, you will play a crucial role in leading and supervising a team of client support professionals to ensure exceptional technical assistance and client service to our clients. This role requires effective communication skills to manage and resolve complex technical issues faced by our clients. If you have initiative and are motivated, analytical and methodical, enjoy working with people, this position will challenge and reward you. In addition, you will be part of a team that is building one of the world's strongest brokerage brands. Responsibilities Lead, mentor, and guide a team of Technical Assistance Client Support Representatives, fostering a positive and collaborative team environment. Oversee the troubleshooting and resolution of complex technical issues related to trading platforms, account setup and software functionalities. Communicate professionally and effectively with clients, acting as an escalation point and providing clear and concise solutions to their technical problems while maintaining high client satisfaction. Identify areas for process improvement within the technical support workflow, proposing and implementing strategies to enhance efficiency and effectiveness. Develop and conduct training sessions for team members, ensuring they are up to date. Monitor and analyze key performance metrics to ensure the team meets or exceeds defined service level agreements (SLAs). Manage and escale critical technical issues to appropriate internal teams while keeping clients informed about issue resolution progress. Ensure accurate documentation of client interactions, technical issues, and resolutions in internal systems. Prepare and present regular reports to management, highlighting team performance, trends in technical issues, and areas for improvement. Requirements Bachelor's degree preferred (STEM fields), a valid IT certification, or equivalent experience of no less than five years. Three plus years in a client facing support role. Five plus years of experience working with Windows, Macs, software and connectivity support. Previous experience in a supervisory, team lead or technical lead role demonstrating effective leadership and coaching skills. Ability to work flexibly under pressure. Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders. Motivating communicator capable of commanding respect from partners and peers. Experience working with support ticketing systems (knowledge of Confluence/JIRA is a plus). Adaptable to a constantly evolving technical environment. Initiative and desire to learn new skills/technologies and remain current with the latest trends. Passion for solving technical problems. Languages: Fluency in English is a must. Proficiency in any other language is a plus. Experience with financial products and services is a plus. Location and Hours 20 Fenchurch Street, London, EC3M 8AF 8:00 am - 5 pm, Monday - Friday (currently a Hybrid model) Benefits Career support and development Salary commensurate with experience Performance based discretionary cash bonus scheme Discretionary stock grant Group Life Assurance cover Group Income Protection Occupational pension scheme based on gross earnings Annual leave above the statutory minimum, 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) Travel season ticket loans Cycle to work scheme Subject to successful completion of the probation period Interactive Brokers is an Equal Opportunity Employer committed to providing a diverse, equitable, and inclusive workplace for its employees. Interactive Brokers (UK) is committed to promoting, monitoring, and implementing best practices, policies, procedures, and culture in adherence to the FCA Consumer Duty.