Technical Support Specialist
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Key skills for this role
About the Role
Gartner seeks a Technical Support Specialist to provide second-level support, resolving escalated technical issues for associates. The role involves hardware/software troubleshooting, asset management, and event support.
Key Skills for This Role
Responsibilities
- Provide escalated (level 2) technical support including hardware troubleshooting, software troubleshooting/installation, and information gathering
- Evaluate and provide onsite support in remote office locations when required
- Accurately manage all asset life cycles for efficient deployment
- Provide technology services and support at events and symposiums
- Actively manage service requests, incidents, and activities; document and communicate to resolve issues
Requirements
- Bachelor's degree in Computer Science or related field
- 1+ years client service experience
- 1 3 years experience in entry level technical support role
- Understanding of networking concepts, servers, LANs/WANs
- Experience using help desk call logging system
- Experience with standard Microsoft products and platforms
- Good problem solving skills
- Good verbal and written communication skills
- Excellent customer service skills
Full Job Posting
About the role
- Provides second level support to identify and solve technical issues escalated by the Help Desk.
- Supports Gartner Associates in local and regional offices or working remotely.
- Also provides technical expertise on projects, site visits and Gartner Events.
What you will do
- Escalated (level 2) technical support: hardware troubleshooting, software troubleshooting/installation, information gathering.
- Remote office visits: evaluate and provide onsite support, resolve technical issues, build rapport.
- Asset Management: accurately manage all asset life cycles for efficient deployment.
- Events & Symposiums: provide technology services and support to associates and clients.
- Active Management of Service Request, Incident, and Activities: document, assign, communicate, resolve issues.
What you will need
- Bachelor's degree or foreign equivalent in Computer Science or related field.
- 1+ years client service experience.
- 1 3 years experience in 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.
- Excellent customer service skills.
What you will get
- Competitive salary, generous paid time off policy.
- World class sales training programs and skill development programs.
- Collaborative, team oriented culture that embraces inclusion.
- Professional development and career growth opportunities.
Who are we?
- Gartner, Inc. (NYSE:IT) guides the leaders who shape the world.
- Provides expert analysis and bold ideas to deliver actionable business and technology insights.
- Founded in 1979, grown to 20,000 associates globally supporting over 13,000 client enterprises in ~90 countries.
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