Technical Support Associate-3
About The Position
Resolve incidents escalated from first line of support as well as the internal tech/genius bar and assist end users with technology adoption within an assigned market. Incident resolution must be done in alignment with internal incident, change, configuration, and project management processes while adhering to established Service Level Agreements. This role is responsible for PC break fix support, facilitation of onboarding and off-boarding, VoIP (MS Teams) support, mobile phone/device support (IOS & Android), training end-users, assisting with deployment of new technology, and supporting remote staff when additional resources are required. The position also involves maintaining established service level agreements, providing white glove support for company executives, supporting North American Brokerage and Valuation and Advisory service lines, and providing after-hours or weekend support during scheduled maintenance or emergencies. The role requires working with various SMEs, engineering teams, and vendors to provide onsite and in-moment troubleshooting and hands-on application of technical procedures.
Requirements
- Bachelor's degree or equivalent experience; related computing field preferred.
- 3+ years of technical experience in a corporate environment (multi-state,10,000+ employee base corporate environment is preferred).
- Knowledge of IT processes, general controls, project management, and system development life cycles.
- Excellent Soft Skills including: Customer service, including written and verbal communication.
- Conflict resolution.
- Strong analytical and problem-solving skills.
- Strong interpersonal skills required to interact with end user clients and team members across the organization.
- Time management skills, to balance and prioritize work.
- Ability to work independently and as part of a team.
- Proficient with Windows OS.
- Proficient with MS Office 365, including MS Teams.
- Familiar with remote support tools.
Nice To Haves
- ITIL Foundation certification or knowledge is a plus.
- Industry-related technical certificates are a plus or any similar combination of education and experience.
- Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).
- Active Directory, Intune and Azure fundamentals.
- Mac experience is a plus.
Responsibilities
- Provide break-fix support for local and remote offices.
- Responsible for conference room technology health checks, technical support, and training.
- Tech/Genius Bar support (when applicable).
- Perform coverage within an office or regional market.
- Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.
- Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in-moment, troubleshooting and hands on application of technical procedures.
- Engage with Project Leads and Engineering Team during scheduled projects including office moves, Infrastructure Refreshes and Software Updates.
- Providing documented input to keep knowledge-based articles and procedural documentation up to date.
- Provide proper ticket and incident management.
- Ensure onboarding, off-boarding, and asset management processes are followed.
- Provide proper ticket management to ensure requests are updated and resolved in a timely manner.
- Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).
- Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.
- Provide accurate and clear resolution documentation within the incident ticket.
- Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.
- Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.
- Responsible for 2nd level point of escalation from Service Desk.
- Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.
- Assist with trend and root cause analysis.
- Proactively identify and communicate problem trends found as part of incident resolution.
- Complete in-house training on new technologies, services, processes, and policies as they are released.
- Conduct information sessions aimed to promote end user adoption of technology products and services.
- Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.
- Participate in or provide feedback to project testing stages.
- Support projects as required for supported sites.
- Understand the change management process and follow the process and procedures associated.
- Attend mandatory change management training sessions.
- Support and facilitate activities specific to change. Roles could be as a requestor or implementer.
Benefits
- health, vision, and dental insurance
- flexible spending accounts
- health savings accounts
- retirement savings plans
- life, and disability insurance programs
- paid and unpaid time away from work
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
