Job Description

Job Title Technical Support Executive
Summary Resolving 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.

Responsible for but not exclusive to the following:

• Audio Visual equipment within the office space.
• PC break fix support for the business within market.
• Facilitation of onboarding and off-boarding.
• VoIP (MS Teams) support.
• Mobile phone/device support (IOS & Android).
• Asset management and procurement
• Vendor management
• Training end-users and assisting with the deployment of new technology.
• 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.
• White Glove support for Company Executives.
• Provide after hours or weekend support during scheduled maintenance or emergencies.
• Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.

ACCOUNTABILITIES

• Daily work routines

• 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 the 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.
• Request Management

• 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).
• Incident Management

• 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.
• Asset Management

• Assist the Asset Management Team on local procurement processes such as getting quotes from local vendors and obtain the necessary approval before issuing Purchase Order
• Assist Asset Management Team to manage local vendors
• Manage and update the IT Asset list via the Asset Capture in ServiceNow or Microsoft Intune
• Assist users with procurement of IT Devices and Telecommunications services such as Internet Fiber Broadband, Dongle and Mobile phones and billing matters if required.
• Problem Management

• Assist with trend and root cause analysis.
• Proactively identify and communicate problem trends found as part of incident resolution.
• Technology Enablement

• 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.
• Project Work

• Participate in or provide feedback to project testing stages.
• Support projects as required for supported sites.

MINIMUM REQUIREMENTS

• Diploma 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.
• ITIL Foundation certification or knowledge is a plus.
• Industry-related technical certificates are a plus or any similar combination of education and experience.
• 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.
• Knowledge of enterprise ticketing systems (ServiceNow or similar is a plus).
• Active Directory, Intune and Azure fundamentals.
• Familiar with remote support tools.
• Mac experience is a plus.

The above-referenced position summary is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities and requirements.
INCO: "Cushman & Wakefield"

Skills Required