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Technology Support Specialist

hace 2 semanas

San José, San José, Costa Rica Gensler A tiempo completo

About the Role

As a Technology Support Specialist at Gensler, you will play a critical part in delivering best-in-class design support to our clients. You will be responsible for providing first and second level technical support in response to service desk incidents and requests from onsite and remote office clients with minimum supervision and direction.

This position demands advanced knowledge of Microsoft O365 services, Power BI, PC, laptop, printer and server hardware and between three and five years of experience in IT support in large dynamic environments.

Key Responsibilities:

  • 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 in enforcement
  • Visit clients to evaluate their business software and hardware needs when requested; Provide informed recommendations to client and RTD that complies with firmwide standards
  • Triage service desk incident queues to ensure quick incident assignment; Prioritize incidents to optimize all available resources
  • Ensure that all critical incidents are responded to immediately during business hours and reasonably after hours; Escalate tickets as necessary to RTD requesting non-standard software or hardware

Required Skills and Qualifications

To succeed in this role, you will need:

  • A minimum of 3 years of experience in IT technical support and customer service experience, preferably in the architecture or engineering industry
  • Bachelor's Degree in Technology, Engineering, Computer Science, or technical trade school
  • A+ Certification in desktop support or willingness to achieve certification within the first year
  • Extensive knowledge of Windows 10, Microsoft O365 cloud services
  • Extensive knowledge of Vmware, Windows Server virtualization and administration