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Technical Support Specialist
hace 2 meses
Your Role
The IT Support Technician serves as the initial point of contact for user incidents submitted through service desk requests and operational needs within the office. This role is primarily dedicated to the daily support of the designated region while maintaining effective collaboration and communication with the broader global support team. The effectiveness of this position is directly tied to the overall performance of the team, including the ability to cross-train colleagues and share vital information to ensure exceptional customer service.
IT Support Technicians are chiefly tasked with restoring staff productivity as swiftly as possible following any technological disruptions. Given that the success of the technology support framework relies heavily on teamwork, Support Specialists are expected to be excellent communicators with a strong desire to learn about both current and emerging technologies.
This role requires advanced proficiency in Microsoft O365 services, Power BI, as well as knowledge of PC, laptop, printer, and server hardware, alongside three to five years of experience in IT support within large, dynamic environments. Coupled with a proven sense of accountability and outstanding customer service skills, this individual will provide 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 essential that clients experience minimal downtime, empowering the team's efforts with a focus on established problem-solving processes and a comprehensive understanding of client needs and time constraints.
What You Will Do
- Process travel requests for on-site configuration and support in 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 (server, storage, email, and security teams).
- Conduct visits to clients to assess their software and hardware requirements upon request; Provide informed recommendations to clients and the RTD that align with firmwide standards.
- Support the RTD in establishing and maintaining a reserve supply of computer inventory for new hires and temporary replacements.
- Manage service desk incident queues to ensure prompt incident assignment; Prioritize incidents to optimize resource utilization.
- Ensure immediate response to all critical incidents during business hours and reasonable follow-up after hours; Escalate tickets as necessary to the 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.
- Oversee Active Directory-based user and computer group management.
- Administer imaging and deployment processes.
- 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 obtain 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 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.
- Capability to disconnect, lift, and relocate PCs and monitors (up to 50 lbs); Ability to maneuver under desks and in tight spaces to run cables and wires.
- Current knowledge of MS Teams telephony 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 certain professional licenses and associated renewal 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.
