POSITION PURPOSE 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. Job Description
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
VIP support
Provide after hours or weekend support during scheduled maintenance or emergencies
ACCOUNTABILITIES
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.
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 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
Problem Management:
Assist with trend and root cause analysis
Identify and communicate problem trends found as part of incident resolution
Technology Enablement:
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
Project Work:
Participate in, or provide feedback to project testing stages
Support projects as required for supported sites
Change Management:
Understand the change management process and follow the process and procedures associated.
Support and facilitate activities specific to change. Roles could be as a requestor or implementer.
MINIMUM REQUIREMENTS:
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 365
Mac experience a strong plus
Knowledge of Service Now
Active Directory Administration experience
Familiar with remote support tools
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.
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.
The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate's experience and qualifications.
The company will not pay less than minimum wage for this role.
The compensation for the position is: $32.50 - $32.50
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.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com . Please refer to the job title and job location when you contact us.
