Windows Platform Support (L1)
Posted May 25, 2026
Job Description & Responsibilities
As a Windows Platform Support (L1), you will provide first-level response within Interactive Brokers (IB) for information technology-related issues concerning the Microsoft Windows platform. You will assist business and development end-users via phone, email, and a centralized ticketing system to resolve or escalate IT issues. This position requires strong technical knowledge and polished communication skills. Key competencies include intermediate knowledge of Windows and networking technologies, a high level of patience when supporting less technically savvy users, and the ability to operate effectively in a fast-paced business environment with a strong sense of urgency. Dependability and a willingness to go above and beyond in resolving technical issues are essential. Essential Job Functions:
- Provide technical assistance and support for reported issues related to computer systems, software, and hardware in accordance with department SLAs. - Assist users via phone, email, in-person, or remote support tools. - Resolve issues involving desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals. - Install operating systems, applications, hardware drivers, and configure system settings per departmental standards. - Troubleshoot problems using diagnostic tools to identify root causes and implement permanent solutions. - Document issue resolutions in the department knowledge base and contribute to self-help articles for employee access. - Maintain timely updates for assigned incidents, including user contact attempts and resolution details, and escalate when necessary. - Participate in department or firmwide projects as directed by IT management. - Support departmental productivity and development goals by attending training programs and team meetings. - Interface professionally with employees at all levels, including executives, to promote a positive image of the department. - Communicate effectively with both technical and non-technical colleagues. - Participate in assigned schedules to ensure coverage. ### Qualification & Skills