Client Platforms Engineer

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.