Desktop Support Specialist

Job Title

Site Services Technician

Employer

Cushman & Wakefield

Job Description Summary

POSITION PURPOSE : Resolve incidents escalated from first line of support as well as the internal tech / genius bar 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 Agreements.

Responsibilities

• 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
• VoIP (MS Teams) support
• Mobile phone / device support (iOS & Android)
• Training end-users and assisting with deployment of new technology
• 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
• White Glove support for company executives
• Provide after hours or weekend support during scheduled maintenance or emergencies
• Work with SMEs, engineering teams, vendors to provide onsite and in-the-moment troubleshooting and hands-on application of technical procedures

Accountabilities

Provide break-fix support for local and remote offices

Provide proper ticket management to ensure requests are updated and resolved in a timely manner

Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet SLAs

Assist with trend and root cause analysis

Complete in-house training on new technologies, services, processes, and policies

Participate in or provide feedback to project testing stages

Understand and follow the change management process

Minimum Requirements

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

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 HRServices@cushwake.com . Please refer to the job title and job location when you contact us.

INCO : "Cushman & Wakefield"

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