Cushman & Wakefield
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
Daily work routines
Provide break-fix support for local and remote offices
Conduct conference room technology health checks, technical support, and training
Tech/Genius Bar support (when applicable)
Perform coverage within an office or regional market
Setup peripheral equipment, software installations and configurations, wireless and LAN configurations; resolve access issues and incidents as required
Smart Hands support with SMEs, Engineering Teams, Vendors
Engage with Project Leads and Engineering Team during office moves, infrastructure refreshes and software updates
Provide documented input to keep knowledge-based articles and procedural documentation up to date
Provide proper ticket and incident management
Ensure onboarding, off-boarding, and asset management processes are followed
Request Management
Provide proper ticket management to ensure requests are updated and resolved in a timely manner
Ensure incident ticket quality standards are met to facilitate escalation to Tier 3
Incident Management
Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet SLAs
Provide clear resolution documentation within incident tickets
Escalate incidents to 3rd line support as per guidelines
Contribute to ServiceNow knowledge articles
Serve as 2nd level escalation from Service Desk
Resolve incidents with software, network, and hardware issues
Problem Management
Assist with trend and root cause analysis
Identify and communicate problem trends found during incident resolution
Technology Enablement
Complete in-house training on new technologies, services, processes, and policies
Conduct information sessions to promote end-user adoption
Educate end-users on resolutions to minimize repeat requests
Project Work
Participate in or provide feedback to project testing stages
Support projects for supported sites as required
Change Management
Understand and follow the change management process
Attend mandatory change management training
Support activities related to change as a requester or implementer
Minimum Requirements
Bachelor's degree or equivalent experience; related computing field preferred
3+ years of technical experience in a corporate environment (multi-state, 10,000+ employee base preferred)
Knowledge of IT processes, general controls, project management, and SDLC
ITIL Foundation certification or knowledge is a plus
Industry-related technical certificates or relevant education/experience mix
Excellent soft skills including customer service, written and verbal communication, conflict resolution, analytical and problem-solving abilities, and strong interpersonal skills
Time management to balance and prioritize work
Ability to work independently and as part of a team
Proficient with Windows OS
Proficient with MS Office 365, including MS Teams
Knowledge of enterprise ticketing systems (ServiceNow or similar is a plus)
Active Directory, Intune and Azure fundamentals
Familiar with remote support tools
Mac experience is a plus
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”
#J-18808-Ljbffr
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
Daily work routines
Provide break-fix support for local and remote offices
Conduct conference room technology health checks, technical support, and training
Tech/Genius Bar support (when applicable)
Perform coverage within an office or regional market
Setup peripheral equipment, software installations and configurations, wireless and LAN configurations; resolve access issues and incidents as required
Smart Hands support with SMEs, Engineering Teams, Vendors
Engage with Project Leads and Engineering Team during office moves, infrastructure refreshes and software updates
Provide documented input to keep knowledge-based articles and procedural documentation up to date
Provide proper ticket and incident management
Ensure onboarding, off-boarding, and asset management processes are followed
Request Management
Provide proper ticket management to ensure requests are updated and resolved in a timely manner
Ensure incident ticket quality standards are met to facilitate escalation to Tier 3
Incident Management
Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet SLAs
Provide clear resolution documentation within incident tickets
Escalate incidents to 3rd line support as per guidelines
Contribute to ServiceNow knowledge articles
Serve as 2nd level escalation from Service Desk
Resolve incidents with software, network, and hardware issues
Problem Management
Assist with trend and root cause analysis
Identify and communicate problem trends found during incident resolution
Technology Enablement
Complete in-house training on new technologies, services, processes, and policies
Conduct information sessions to promote end-user adoption
Educate end-users on resolutions to minimize repeat requests
Project Work
Participate in or provide feedback to project testing stages
Support projects for supported sites as required
Change Management
Understand and follow the change management process
Attend mandatory change management training
Support activities related to change as a requester or implementer
Minimum Requirements
Bachelor's degree or equivalent experience; related computing field preferred
3+ years of technical experience in a corporate environment (multi-state, 10,000+ employee base preferred)
Knowledge of IT processes, general controls, project management, and SDLC
ITIL Foundation certification or knowledge is a plus
Industry-related technical certificates or relevant education/experience mix
Excellent soft skills including customer service, written and verbal communication, conflict resolution, analytical and problem-solving abilities, and strong interpersonal skills
Time management to balance and prioritize work
Ability to work independently and as part of a team
Proficient with Windows OS
Proficient with MS Office 365, including MS Teams
Knowledge of enterprise ticketing systems (ServiceNow or similar is a plus)
Active Directory, Intune and Azure fundamentals
Familiar with remote support tools
Mac experience is a plus
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”
#J-18808-Ljbffr