Cushman & Wakefield Global, Inc is hiring a Technical Support Associate-3

Cushman & Wakefield is hiring a Technical Support Associate-3 to join our support team. In this role, you will resolve incidents escalated from the first line of support and the internal Genius Bar, assisting end users with technology adoption within an assigned market while aligning with internal processes and Service Level Agreements.

What You'll Do

• Provide PC break-fix support for the business within your market.
• Facilitate onboarding and off-boarding processes.
• Provide VoIP support for MS Teams.
• Provide mobile phone/device support for iOS & Android.
• Train end-users and assist with the 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.
• Provide White Glove support for company executives.
• Provide support for the North American Brokerage and Valuation and Advisory service lines.
• Provide after hours or weekend support during scheduled maintenance or emergencies.
• Work with various SMEs, engineering teams, and vendors to provide onsite troubleshooting and hands-on application of technical procedures.
• Perform conference room technology health checks, technical support, and training.
• Provide Tech/Genius Bar support (when applicable).
• Perform coverage within an office or regional market.
• Perform support functions including setup of peripheral equipment, software installations, configurations, wireless and LAN configurations.
• Provide Smart Hands support.
• Engage with Project Leads and the Engineering Team during scheduled projects including 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.
• Ensure incident ticket quality standards are met.
• Provide accurate and clear resolution documentation within incident tickets.
• Escalate incidents to 3rd line support per guidelines.
• Participate in creation and updates of ServiceNow knowledge articles.
• Resolve incidents with software applications, network, and hardware.
• Assist with trend and root cause analysis.
• Proactively identify and communicate problem trends.
• Complete in-house training on new technologies, services, processes, and policies.
• Conduct information sessions aimed to promote end user adoption of technology.
• Educate end-users on problem resolutions to minimize repeat requests.
• Participate in or provide feedback to project testing stages.
• Support projects as required for supported sites.
• Understand and follow the change management process and procedures.
• Attend mandatory change management training sessions.
• Support and facilitate activities specific to change.

What We're Looking For

• Bachelor's degree or equivalent experience; related computing field preferred.
• 3+ years of technical experience in a corporate environment.
• Knowledge of IT processes, general controls, project management, and system development life cycles.
• Excellent Soft Skills including customer service, conflict resolution, strong analytical and problem-solving skills, strong interpersonal skills, and time management skills.
• Ability to work independently and as part of a team.
• Proficient with Windows OS.
• Proficient with MS Office 365, including MS Teams.
• Active Directory, Intune and Azure fundamentals.
• Familiar with remote support tools.

Nice to Have

• Multi-state, 10,000+ employee base corporate environment experience.
• ITIL Foundation certification or knowledge.
• Industry-related technical certificates.
• Knowledge of enterprise ticketing systems (Service Now, or similar).
• Mac experience.

Technical Stack

• Windows OS
• MS Office 365
• MS Teams
• Active Directory
• Intune
• Azure
• ServiceNow

Team & Environment

You will be part of the Virtual Genius Bar team, reporting to the Virtual Genius Bar Team Lead.

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.