Technical Support Specialist Lead

hace 15 horas


Madrid, Madrid, España Gartner Careers A tiempo completo

About Gartner Careers:
We are seeking a highly skilled Technical Support Specialist Lead to join our team. The salary for this role is $80,000 - $110,000 per year.

Job Description:
As a Technical Support Specialist Lead, you will provide second-level support to identify and solve technical issues escalated by the Help Desk to meet Gartner standards and SLAs for all Gartner Associates. You will also provide technical expertise on projects, site visits, and Gartner Events support. Your responsibilities will include:

• Escalated (level 2) technical support: Provides technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.
• Remote office visits: Evaluates and provides onsite support in remote office locations including resolving technical issues and building rapport with associates.
• Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.
• Participation in development and implementation of support processes: Including New Hire process, Tech Orientations, VM Builds, etc.
• Events & Symposiums: To ensure Gartner delivers world-class events to our clients, liaise with ITIO Event Manager and Events staff to provide technology services and support to associates and clients including making on-the-spot decisions requiring discretion and judgment which impact Gartner's client satisfaction.
• Projects: Work on additional project work when required.
• Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated in order to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvement.

Requirements:
To be successful as a Technical Support Specialist Lead, you will need:

• Bachelor's Degree or equivalent professional qualification.
• 2+ years client service experience.
• 2-4 years experience in an entry-level technical support role.
• Understands networking concepts; servers; LANs/WANs.
• Experience using help desk call logging system.
• Experience with standard Microsoft products and platforms.
• Good problem-solving skills.
• Good communicator, able to deal independently with staff throughout the organization (verbal and written).
• Excellent customer service skills.
• Motivated, high-potential performer, with demonstrated ability to influence and lead. Strong communicator with excellent interpersonal skills. Able to solve complex problems and successfully manage ambiguity and unexpected change. Teachable and embracing of best practices and feedback as a means of continuous improvement. Consistently high achiever marked by perseverance, humility, and a positive outlook in the face of challenges.



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