Cushman & Wakefield (http://www.cushmanwakefield.com/en/careers)
Site Services Technician
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 space
Web Conferencing setup and monitoring for VIP executives
PC break fix support for the business within market
Facilitation of onboarding and off-boarding
Telephony break/fix support
Mobile phone configuration support
Mobile device support (IOS & Android)
Training end users on new technology and assisting with deployment
Manage data closet technology to agreed global standards
Assist remote support staff when additional resources are required
Maintain established service level agreements to meet customer expectations and quality standards
Additional desk top services activities defined as service improvement actions
Provide after hours or weekend support during scheduled maintenance or emergencies
Daily work routines
Provide break fix support for local and remote offices
Responsible conference room technology health checks, technical support, and training.
Genius Bar support (when application)
Perform coverage walk-arounds within an office or market
VIP and Exec Assistant check-in?s inclusive of White Glove Service
Perform support functions to include: setup of peripheral equipment, software installs and configurations, wireless and LAN configurations, and resolve access issues and other issues as required
Provide proper ticket and incident management. See below.
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 in a timely manner.
Resolving incidents in a timely manner to meet the defined Service Level Objectives .
Document accurate and clear resolution documentation within the incident ticket
Escalation of incidents to 3rd line support per guidelines established to support Service Level Targets
Participate in creation 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
Ensure onboarding, off-boarding, and asset management processes are followed
Assist with trend and root cause analysis
Identify and communicate problem trends found as part of incident resolution
Complete in house training on new technologies as they are released.
Conduct information sessions aimed to promote end user adoption of technology products and services
Educate clients 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.
Support and facilitate activities specific to change. Roles could be as a the requestor or implementor.
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 demonstrates knowledge of similar IT Operations and support standards or guidelines.
Industry related technical certificates are a plus or any similar combination of education and experience
Excellent customer service skills including written and verbal communication.
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 7 and Windows 10 OS
Proficient with MS Office Suite (Office 2010, 2013 & O365)
Mac experience a strong plus
Knowledge of Service Now
Active Directory Administration 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 without regard 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.