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Technical Support Specialist

hace 2 meses

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

Your Role

As an IT Support Technician, you will be responsible for providing initial assistance to end users encountering issues through service desk requests and operational needs. Your focus will be on daily support within your region while maintaining communication and collaboration with a broader global support team. The effectiveness of this role is tied to the overall success of the team, including the ability to cross-train colleagues and share vital information to achieve outstanding customer service.

In this position, you will prioritize returning staff to productivity swiftly following any technological disruptions. Given that the success of the technology support framework relies on teamwork, you are expected to be an effective communicator with a strong desire to learn about both current and emerging technologies.

This role requires advanced expertise in Microsoft O365 services, Power BI, as well as proficiency with PC, laptop, printer, and server hardware, along with three to five years of experience in IT support within large, dynamic environments. Coupled with a strong sense of accountability and exceptional customer service skills, you will provide first and second-level support for service desk incidents and requests from both onsite and remote clients with minimal supervision. It is crucial that clients experience minimal downtime, and this position enhances the team's efforts by focusing on proven problem-solving processes and a deep understanding of client needs and time constraints.

What You Will Do

  • Accept travel requests for on-site configuration and support in regional offices.
  • Collaborate with the Regional Technology Director (RTD) and local IT Manager to educate end users on desktop policies and ensure compliance.
  • Maintain working relationships with Firmwide functional teams, including server, storage, email, and security.
  • Conduct client visits to assess their software and hardware requirements, providing informed recommendations that align with firmwide standards.
  • Assist 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 and prioritize incidents to optimize resource allocation.
  • Ensure immediate response to critical incidents during business hours and reasonable follow-up after hours; escalate tickets to RTD as necessary for non-standard software or hardware requests.
  • Create reports and dashboards using MS Excel and Power BI.
  • Manage MS SharePoint sites.
  • Provide application support.
  • Assist with meeting room and event-based A/V support.
  • Manage user and computer group administration through Active Directory.
  • Oversee imaging and deployment administration.
  • Provide MAC administration and support.
  • Facilitate process automation.
  • Assist with server virtualization and administration.
  • Track and manage software and hardware asset inventory.
  • Support user accounts, data storage, and security administration.
  • Provide telecom and mobile device support.

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 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 lift and move PCs and monitors (up to 50 lbs) and navigate tight spaces for cable management.
  • Current knowledge of MS Teams telephony and Apple iPhone enterprise support.
  • Strong communication and customer service abilities.

Life at Gensler

At Gensler, we prioritize both professional excellence and personal fulfillment. Our offices reflect a commitment to diverse interests, featuring curated art exhibits and engaging design competitions.

As part of our dedication to professional growth, Gensler offers reimbursement for certain professional licenses, renewals, and exam fees, as well as tuition reimbursement for eligible programs. We view our professional development initiatives as strategic investments in our future.