Resolve incidents escalated from first line support as well as the internal support team 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 Targets.
Resolve incidents escalated from first line support as well as the internal support team and assist end users with technology adoption within an assigned market. Â Incident resolution must be done in alignment with internal incident, change, configuration and project management processes while adhering to established Service Level Targets.
Responsible for but not exclusive to the following:
Site Service Technician Scope:
Audio Visual equipment within the office space
Web Conferencing setup and monitoring for VIP executives
PC break fix support for the business within market
Facilitation of onboarding and off-boarding
Telephony break/fix support
Mobile phone configuration support
Mobile device support (IOS & Android)
Training end users on new technology and assisting with deployment
Manage data closet technology to agreed global standards
Assist remote support staff when additional resources are required
Maintain established service level agreements to meet customer expectations and quality standards
Additional desk top services activities defined as service improvement actions
Daily work routines
Conference room technology health checks
Local office status reports
Perform coverage walk-arounds within an office or market
VIP and Exec Assistant check-inâ™s inclusive of White Glove Service
Resolving incidents in a timely manner to meet the defined Service Level Targets.
Create accurate and clear resolution documentation within the incident ticket
Escalation of incidents to 3rd line support per guidelines established to support Service Level Targets
Participate in creation of ServiceNow knowledge articles detailing troubleshooting processes and procedures
Perform support functions to include setup of peripheral equipment, software installs and configuration, wireless and LAN configurations, and resolve access issues and other issues as required
Ensure onboarding, off-boarding, and asset management processes are followed
Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC)
Assist with trend and root cause analysis
Identify and communicate problem trends found as part of incident resolution
Conduct information sessions aimed to promote end user adoption of technology products and services
Educate clients on problem resolutions to minimize repeat requests and provide timely follow-up
Participate in, or provide feedback to project testing stages
Support projects as required for supported sites
Bachelors Degree preferred
College coursework or Associates Degree or equivalent experience; related computing field preferred
5+ years of technical experience in a large corporate environment
Knowledge of IT processes, general controls, and project management and system development life cycles
ITIL Foundation Level certification preferred or demonstrate knowledge of processes
Industry related technical certificates are a plus or any similar combination of education and experience
Excellent customer service skills
Strong analytical and problem-solving skills
Strong interpersonal skills required to interact with end user clients and team members across the organization
Good organization skills to balance and prioritize work
Ability to work independently and as part of a team
Proficient with Windows OS
Proficient with MS Office Suite (O365)
Knowledge of enterprise ticketing system
Working knowledge with Active Directory, Azure AD and Intune
Experience with remote support tools such as LogMeIn, Teamviewer
Theabove-referenced position summary is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities and requirements.
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmativeâ‹ Action employer. All qualified applicants will receive consideration for employment withoutÂ regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email. Please refer to the job title and job location when you contact us.
Work for the Best in the Industry - make your next move here!
Cushman & Wakefield is a leading global real estate services firm. As a leader in multifamily property management, we deliver exceptional value through tailored solutions that create efficient and engaging communities. Our passionate approach, strong operational practices and high-performing teams unlock every property’s ability to provide residents with a place they can truly call home.