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Technical Support Specialist

hace 2 meses

Bogotá, Bogotá D.E., Colombia Gensler A tiempo completo

Your Role

The IT Support Technician is responsible for delivering initial responses to user incidents submitted through service desk requests and operational needs within the office. Support Specialists primarily focus on the daily assistance required in their region while maintaining ongoing collaboration and communication with the broader team of support personnel worldwide. The effectiveness of this role is closely tied to the overall success of the team, which includes the ability to cross-train colleagues and share vital information to achieve outstanding customer service.

The IT Support Technician's main objective is to restore staff productivity as swiftly as possible following any technological disruptions. Given that the success of the technology support framework relies on teamwork, Support Specialists are expected to be exceptional communicators with a strong desire to learn about both current and emerging technologies.

This position requires advanced expertise in Microsoft O365 services, Power BI, as well as proficiency with PC, laptop, printer, and server hardware. Candidates should possess between three to five years of experience in IT support within large, dynamic environments. A proven sense of accountability and excellent customer service skills are essential, as this role provides both first and second-level support in response to service desk incidents and requests from both onsite and remote clients with minimal supervision. It is crucial that clients experience minimal downtime. This role enhances the team's efforts by emphasizing proven problem-solving skills and a deep understanding of client needs and time constraints.

What You Will Do

  • Accept travel requests for on-site configuration and support in satellite or regional offices.
  • Assist the Regional Technology Director (RTD) and local IT Manager in educating end users about desktop policies and ensuring compliance.
  • Maintain familiarity and build working relationships with Firmwide functional teams, including server, storage, email, and security teams.
  • Visit clients to assess their business software and hardware requirements upon request; Provide informed recommendations to clients and RTD that align with firmwide standards.
  • Support RTD in establishing and maintaining a reserve supply of computer inventory for new hires and temporary replacements of desktops and laptops.
  • Manage service desk incident queues to ensure prompt incident assignment; Prioritize incidents to optimize resource allocation.
  • Ensure immediate response to all critical incidents during business hours and reasonable response after hours; Escalate tickets as necessary to RTD for non-standard software or hardware requests.
  • Create reports and dashboards using MS Excel and Power BI.
  • Manage MS SharePoint sites.
  • Provide application support.
  • Facilitate meeting room and event-based A/V support.
  • Administer Active Directory-based user and computer group management.
  • Oversee imaging and deployment administration.
  • Provide MAC administration and support.
  • Implement process automation.
  • Assist with server virtualization and administration.
  • Track and manage software and hardware asset inventory.
  • Assist with user accounts, data storage, and security administration.
  • Support telecom and mobile device management.

Your Qualifications

  • A minimum of 5 years of prior IT technical support and customer service experience, preferably in the architecture or engineering sector.
  • An Associate's Degree in Technology, Engineering, Computer Science, or a related technical field.
  • A+ Certification in desktop support or a commitment to achieve certification within the first year.
  • Extensive knowledge of Windows 10 and Microsoft O365 cloud services.
  • Familiarity with Apple MacBooks, including configuration and support of Outlook Email client in a corporate setting.
  • Bilingual proficiency in English and Spanish, with strong written and verbal communication skills.
  • A proven track record of performance in a dynamic, team-oriented technology support environment.
  • Experience in server support and occasional off-hours maintenance.
  • Understanding of basic networking concepts and desktop troubleshooting.
  • Ability to disconnect, lift, and relocate PCs and monitors (up to 50 lbs); Navigate under desks and in tight spaces to run cables and wires for PCs.
  • Current knowledge of MS Teams telephones and Apple iPhone enterprise support.
  • Strong communication and customer service abilities.

Life at Gensler

At Gensler, we are dedicated to enjoying life as much as we are to delivering exceptional design. Our offices reflect the diverse interests of our people, from curated art exhibits to internal design competitions and well-being initiatives.

As part of our commitment to professional development, Gensler offers reimbursement for specific professional licenses, renewals, and exam fees. Additionally, we provide tuition reimbursement for eligible programs or courses. We view our professional development initiatives as strategic investments in our future.