Senior Support Technician

Reports To:

Regional Operations Support Manager

Working Relationships:

Global Service Desk; Service Transition; Senior Ops Support

Basic Function

Reactively, Senior Support technicians solve problems in response to one or more incidents. Proactively, Level II technicians identify and solve problems and known errors before incidents occur.

Day-to-Day Duties

Support PC and peripheral hardware support: desktop, laptop, server, smart device.

Software application installation support.
Maintain and troubleshoot proprietary database (Quest), used exclusively by Spencer Stuart for customer and client tracking.
Monitor Operations production environment: servers, network switches, network routers, daily backups, UPS systems. Communicate problems to Ops Support staff
Regional escalation point of contact for Global Service Desks at regional locations (London, Chicago, or Sydney) to assist with computer applications, hardware, or network-related problems and/or questions.
Troubleshoot to determine whether problems are hardware, software, or network-related and attempt local resolution.
If unable to resolve technical problem, coordinate with to see if system replacement is an option (in the form of Change Request); escalate to Level III if necessary; work as liaison point of contact between users and technical analysts in Operations Support and Technical Architecture.
Provide adequate and timely problem resolution or escalation with the time frame defined by the Service Level Agreement (SLA).
Maintain understanding of applications and levels of user proficiency.
Audit all client desktop and laptop systems within region for standardisation
Audit all server systems within region for standardisation

Level II technicians are also expected to support nonstandard software approved for use by the Regional Network Operations Manager/Director. If nonstandard software interferes with standard software or hardware, the offending nonstandard software must be removed.

Requirements

A computer science degree or in related field;
OR experience as a technician in high-tech industry;
OR equivalent combination of education and experience.
Experience working with Windows Server 2008/2012, Office365 administration, Microsoft Exchange environments, PowerShell, VMware environments is preferable.
Professional IT certifications such as: Microsoft MCP, MCSE, Cisco CCNA or VMWare VCA are preferred.
Strong technical troubleshooting skills, both with software applications and hardware equipment: servers, laptops, desktops.
Answering technical phone calls and responding to technical emails.
Ability to read, analyse, and interpret complex technical documents.
Ability to lift and move computer and video hardware

Desirable skills

Knowledge of the ITIL framework or ITIL Foundation V4 is desirable.
Bilingual fluency in English and Spanish is a plus.

Spencer Stuart is a proud equal opportunity and affirmative action employer. We are committed to non-discrimination without regard to actual or perceived race, ethnicity, creed, color, religion, gender (including pregnancy, childbirth or related medical conditions), national origin, immigration status, ancestry, age, marital status, protected veteran status, physical or mental disability, medical condition, genetic information, sexual orientation, gender identity, or any basis prohibited under applicable federal, state or local law.

All Spencer Stuart employees in the US must be vaccinated against COVID-19. We will provide reasonable accommodations for medical, disability or religious reasons or other legally required exemptions.

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By Spencer Stuart

When the board of directors ousts your CEO for running the company into the ground, it might look to SSI (U.S.) -- more commonly known as Spencer Stuart Management Consultants -- for a replacement. Founded in 1956, the firm offers leadership consu...

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FUNDING

Private

INDUSTRY

HR Consulting

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Chicago, IL

DATE POSTED