Senior Technician (Finance)
We are an award-winning design firm, fueled by ideas and a culture of collaboration. Our purpose-driven approach creates healthy places, strong communities and a resilient environment. That's where you come in. With leading clients, diverse colleagues and offices in creative capitals around the globe , a career at NBBJ will inspire you to be extraordinary and help create lasting change. You can learn more about our firm , see what it's like to work here and explore recent projects and ideas at NBBJ.com . Join us to make an impact today!
The role at a glance:
NBBJ Columbus is seeking a Senior Technician to join the Digital team. This individual would be responsible for providing exceptional IT support to internal and external customers across various geographic locations ensuring an overall high-level of customer satisfaction.
In your new role, you will:
- Take ownership of more complex issues and drive for resolution/completion; investigate the root cause and implement improvements to reduce future occurrences.
- Manage technical escalation of issues within the team, with other Digital specialties and with external vendors
- Ensure service levels for customers are met, identify opportunities for improvements and implement after review and planning
- Test, configure, install, and manage and repair of all IT related equipment (Hardware and Software)
- Use Manage Engine Helpdesk system to create and update incident records
- Respond to all calls and requests within the agreed service level agreements (SLA), and wherever possible exceed agreed SLA's
- Must be able to participate in rotating, off-hours support schedule
- Provide on-site support outside of normal working hours as required
- Provide user training of NBBJ approved applications and services through direct one on one engagements and office workshops
- Ensure internal customers are kept up to date regarding the status of any outstanding issues they have opened with the IT service desk or any other NBBJ IT team members
- Deliver technology user training through direct one on one engagements and office workshops.
- Communicate status of problems to customers, as per service level agreements
- Follow high severity notification procedures for all severity 1 and 2 problems
- Perform preventative maintenance to ensure all equipment is maintained to a high standard
- Set up video meetings for customers (Teams / Zoom) and assist with in-person meeting set ups
- Willing and able to support multiple end-user platforms: Windows 10, macOS, iOS, Android, Microsoft Office 365
- Previous IT experience in midsized to global enterprises
- Strong experience in providing 1st/2nd line IT Support
- Experience as an escalation point for complex technology issues
- Self-Motivated and able to work on own initiative
- Able to manage competing demands, prioritize work & keep stakeholders informed
- Additional Accomplishments and Skills that will make you Successful:
- Strong verbal & written communication skills combined with 1st class organizational skills
- Prefer candidates with 5+ years of experience
- Proven customer service experience necessary
- Industry certification (examples include: A+, Network+, Security+, CCENT)
- Excellent time management skills
- Ability to form effective relationships with remote team members
- Intermediate knowledge of common network devices: routers, switches, and access points
- Intermediate knowledge of Microsoft Active Directory user and policy administration
- Previous experience with SCCM / MECM
- Proven capability of troubleshooting / problem solving in a technical environment
- Strong video conference and presentation support skills
NBBJ is an Equal Opportunity Employer. M/F Disabled and Vet EEO/AA Employer.
