Posted:20 hours ago|
Platform:
Work from Office
Full Time
JOB DESCRIPTION Job Position: Desktop Support Specialist/Specialist Desktop Support/Site Services Technician Business Title: Site Services Technician REPORTS TO: Territory Lead CLASSIFICATION: Exempt POSITION PURPOSE Resolve 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: o Audio Visual equipment within the office space. o Web Conferencing setup and monitoring for VIP executives. o PC break fix support for the business within market. o Facilitation of onboarding and off-boarding. o VoIP (MS Teams) support. o Mobile phone/device support (IOS & Android). o Training end-users and assisting with deployment of new technology. o Manage data closet technology to agreed global standards. o Assist remote support staff when additional resources are required. o Maintain established service level agreements to meet customer expectations and quality standards. o White Glove support for company executives. o Provide after hours or weekend support during scheduled maintenance or emergencies. o 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 o Provide break-fix support for local and remote offices. o Responsible conference room technology health checks, technical support, and training. o Tech/Genius Bar support (when applicable). o Perform coverage within an office or regional market. o 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. o 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. o Engage with Project Leads and Engineering Team during scheduled projects including office moves, Infrastructure Refreshes and Software Updates. o Providing documented input to keep knowledge-based articles and procedural documentation up to date. o Provide proper ticket and incident management. o Ensure onboarding, off-boarding, and asset management processes are followed
Cushman & Wakefield
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