Description

Overview:

The position of IT Field Services Support Specialist will be based in theDallas or DC offices and be part of the core Field Services team to support all US and International users by front facing contact via walk-up desk, email, telephone and/or remote tool for all technology related problems. The IT Field Services Support Specialist will provide diagnosis, resolution, or escalation to other service desk team members, engineering and/or applications development groups using our incident management system. In addition, the IT Field Services Support Specialist is responsible for understanding, interpreting all support requests, providing documentation and resolution for our internal knowledge base. A candidate for employment must demonstrate both great customer service and teamwork.The candidate must be able to set an expectation level for an issue and deliver on that expectation, must be able to be self-sufficient and able to appropriately manage their own workload.

Responsibilities:

• Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now)


• Analyze, diagnose, document, resolve or escalate reported issues and outages


• Assist other depts within IT; engineering/operations, and infrastructure applications/hardware


• Configure, install, and troubleshoot laptops/mobile devices/printers


• Respond to all user support inquiries globally including primary office location

Supported Applications:

Support and troubleshooting include supporting: MS office 2016 - O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, Labtech ConnectWise, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.

Qualifications:

• 3-5 years of support role experience in help desk environment or tech support services (Preferable)


• Solid understanding of MS Office 2010/2013/O365 (Outlook, Word, Excel, Power Point, etc.)


• Proven background with customer service and able to handle stressful / time-sensitive situations


• Telephone customer service experience required


• Fundamental understanding of PC hardware/software and connectivity components

• Experience with Windows 7-10 Operating Systems, Mac OSX experience is preferred


• Knowledge of MS Exchange, Active Directory, SharePoint


• Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP


• Basic understanding of ITIL based structure


• Exposure to HP/Lenovo ThinkPad/ MS Surface/ MacBook/ iPhone/ Android/ hardware preferred


• Previous experience with an incident management/tracking system required


• Some weekend and afterhours support required, as well as light travel


• College background in the technology field preferred

The salary range is $65,000 - 80,000 annually, dependent on several variables including but not limited to education, experience, skills, and geography. In addition, A&M offers a discretionary bonus program which is based on a number of factors, including individual and firm performance. Please ask your recruiter for details.

Regular employees working 30 or more hours per week are also entitled to participate in Alvarez & Marsal Holdings' fringe benefits consisting of healthcare plans, flexible spending and savings accounts, life, AD&D, and disability coverages at rates determined from time to time as well as a 401(k) retirement plan. Provided the eligibility requirements are met, employees will also receive a discretionary contribution to their 401(k) from Alvarez & Marsal. Additionally, employees are eligible for paid time off including vacation, personal days, seventy-two (72) hours of sick time (prorated for part time employees), ten federal holidays, one floating holiday, and parental leave. The amount of vacation and personal days available varies based on tenure and role type. Click here for more information regarding A&M's benefits programs.

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