Technical Support Associate-3

Job Title Technical Support Associate-3 Job Description Summary 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.

JOB DESCRIPTION Job Position: Virtual Genius Bar Business Title: Technical Support Specialist                                                             REPORTS TO: Virtual Genius Bar Team Lead   CLASSIFICATION: Exempt 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.  Responsible for but not exclusive to the following: 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. 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. Support for North American Brokerage and Valuation and Advisory service lines. Provide after hours or weekend support during scheduled maintenance or emergencies. Working with various 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. Responsible conference room technology health checks, technical support, and training. Tech/Genius Bar support (when applicable). Perform coverage within an office or regional market. Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required. Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures. Engage with Project Leads and Engineering Team during scheduled projects including office moves, Infrastructure Refreshes and Software Updates. Providing 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 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC). Incident Management Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements. Provide accurate and clear resolution documentation within the incident ticket. Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements. Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures. Responsible for 2nd level point of escalation from Service Desk. Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity. Problem Management Assist with trend and root cause analysis. Proactively