Technology Support Lead

Cushman & Wakefield

1d

About The Position

Provides first level support for designated end users. The job will require you to handle inbound calls / emails / chats regarding technical issues from designated end users. Has technical experience and skills in the areas of customer service, problem determination, and analysis.

Requirements

• Associates degree or college coursework
• 2 -3 years of technical experience in a similar role
• ITIL Foundation Level certification preferred or demonstrate knowledge of processes
• Industry related technical certificates are a plus or any similar combination of education and experience
• Proficient with Windows OS
• Proficient with O365 and MS Office Suite
• Proficient with Apple and Android devices
• Familiar with remote support tools
• Customer focused
• Critical thinker / problem solver
• Professionalism & work ethic
• Interpersonal communication
• Technical aptitude

Nice To Haves

• ITIL Foundation Level certification preferred or demonstrate knowledge of processes
• Industry related technical certificates are a plus or any similar combination of education and experience

Responsibilities

• Responsible for providing first-line telephone, chat, or email technical support of hardware, systems, sub-systems and/or applications for designated internal users
• Perform support functions to include: setup of peripheral equipment, software installs and configuration, wireless and LAN configurations, and resolve access issues and other issues as required
• Creation of incident tickets in ServiceNow for reported incidents or requests for service
• Incident ticket documentation including problem description, work history, and resolution
• Resolving incidents in a timely manner to meet the defined Service Level Targets
• Fulfillment of IT Service Requests for designated internal users
• Support and troubleshooting for mobile devices
• Interface with Global IT Service Desk and other support groups as required
• Performs other related duties as required or requested

Benefits

• Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work.
• In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees