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Site Service Technician - Jobs in Baltimore, ON

Cushman & Wakefield
Job LocationBaltimore, ON
EducationNot Mentioned
SalaryNot Disclosed
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeFull Time

Job Description

Job TitleSite Service TechnicianJob Description SummaryResolve incidents escalated from first line support as well as the internal 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 TargetsJob DescriptionResponsibilities:o Audio Visual equipment within the office spaceo Web Conferencing setup and monitoring for VIP executiveso PC break fix support for the business within marketo Facilitation of onboarding and off-boardingo Telephony break/fix supporto Mobile phone configuration supporto Mobile device support (IOS & Android)o Training end users on new technology and assisting with deploymento Manage data closet technology to agreed global standardso Assist remote support staff when additional resources are requiredo Maintain established service level agreements to meet customer expectations and quality standardso Additional desk top services activities defined as service improvement actionso VIP supportAccountabilities:o Conference room technology health checkso Local office status reportso Genius Bar supporto Perform coverage walk-arounds within an office or marketo VIP and Exec Assistant check-in’s inclusive of White Glove Service

  • Incident Management
o Resolving incidents in a timely manner to meet the defined Service Level Targets.o Create accurate and clear resolution documentation within the incident ticketo Escalation of incidents to 3rd line support per guidelines established to support Service Level Targetso Share incident resolution knowledge by posting information on Yammero Participate in creation of ServiceNow knowledge articles detailing troubleshooting processes and procedureso Provide remote assistance to Service Desk staff during high call/ticket volumeso Perform support functions to include: setup of peripheral equipment, software installs and configurations, wireless and LAN configurations, and resolve access issues and other issues as requiredo Identify malfunctions with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrityo Ensure onboarding, off-boarding, and asset management processes are followedo 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)
  • Problem Management
o Assist with trend and root cause analysiso Identify and communicate problem trends found as part of incident resolution
  • Technology Enablement
o Conduct information sessions aimed to promote end user adoption of technology products and serviceso Educate clients on problem resolutions to minimize repeat requests and provide timely follow-up
  • Project Work
o Participate in, or provide feedback to project testing stageso Support projects as required for supported sitesRequirements:
  • Bachelors Degree preferred
  • College coursework or Associates Degree or equivalent experience; related computing field preferred
  • 3+ years of technical experience in a multi-state, 10,000+ employee base 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 (Office 2013, 2016, & O365)
  • Mac experience a strong plus
  • Knowledge of enterprise ticketing systems
  • Active Directory experience
  • Familiar with remote support tools
Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without 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.Quick Apply
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