Job Description Summary
Resolve incidents escalated from first line support as well as the internal 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 Targets.
Responsible for but not exclusive to the following :
Site Service Technician Scope : Audio Visual equipment within the office spaceWeb Conferencing setup and monitoring for VIP executivesPC break fix support for the business within marketFacilitation of onboarding and off-
boardingTelephony break / fix supportMobile phone configuration supportMobile device support (IOS & Android)Training end users on new technology and assisting with deploymentManage data closet technology to agreed global standardsAssist remote support staff when additional resources are requiredMaintain established service level agreements to meet customer expectations and quality standardsAdditional desk top services activities defined as service improvement actionsVIP support
Daily work routines Conference room technology health checksLocal office status reportsGenius Bar support Perform coverage walk-
arounds within an office or marketVIP and Exec Assistant check-in’s inclusive of White Glove Service
Incident Management Resolving incidents in a timely manner to meet the defined Service Level Targets.Create accurate and clear resolution documentation within the incident ticketEscalation of incidents to 3rd line support per guidelines established to support Service Level TargetsShare incident resolution knowledge by posting information on YammerParticipate in creation of ServiceNow knowledge articles detailing troubleshooting processes and proceduresProvide remote assistance to Service Desk staff during high call / ticket volumesPerform support functions to include : setup of peripheral equipment, software installs and configurations, wireless and LAN configurations, and resolve access issues and other issues as requiredIdentify malfunctions with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data / system integrityEnsure onboarding, off-
boarding, and asset management processes are followedEnsure 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)
Problem Management Assist with trend and root cause analysisIdentify and communicate problem trends found as part of incident resolution
Technology Enablement Conduct information sessions aimed to promote end user adoption of technology products and servicesEducate clients on problem resolutions to minimize repeat requests and provide timely follow-up
Project Work Participate in, or provide feedback to project testing stagesSupport projects as required for supported sites
Bachelor degree or equivalent experience; related computing field preferred
3 years of technical experience in a multi-state,10,000 employee base corporate environment
Knowledge of IT processes, general controls, and project management and system development life cycles
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
Excellent customer service skills
Strong analytical and problem solving skills
Strong interpersonal skills required to interact with end user clients and team members across the organization
Good organization skills to balance and prioritize work
Ability to work independently and as part of a team
Proficient with Windows OS
Proficient with MS Office Suite (Office 2010, 2013 & O365)
Mac experience a strong plus
Knowledge of enterprise ticketing systems
Active Directory experience
Familiar with remote support tools
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer.
All qualified applicants will receive consideration for employment withoutregard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.