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 for escalated technical issues. The role involves hardware/software troubleshooting, asset management, and support for events.
Key Skills for This Role
Responsibilities
- Provide escalated (level 2) technical support including hardware troubleshooting and diagnosis, software troubleshooting/installation
- Perform remote office visits to evaluate and provide onsite support in remote office locations
- Manage asset life cycles for efficient deployment of assets throughout the company
- Liaise with ITIO Event Manager and Events staff to provide technology services and support at events and symposiums
- Actively manage service requests, incidents, and activities, ensuring accurate documentation and communication
Requirements
- Bachelor's degree or foreign equivalent in Computer Science or related field
- 1+ years client service experience
- 1 3 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
- Excellent customer service skills
Full Job Posting
About Gartner IT
- Join a world class team of skilled engineers who build creative digital solutions to support our colleagues and clients.
- We make a broad organizational impact by delivering cutting edge technology solutions that power Gartner.
About the role
- The Technical Support Specialist provides second level support to identify and solve technical issues escalated by the Help Desk.
- The role also provides technical expertise on projects, site visits and Gartner Events.
What you will do
- Escalated (level 2) technical support: Provides technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions.
- Remote office visits (when required): 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.
- Events & Symposiums: Liaise with ITIO Event Manager and Events staff to provide technology services and support to associates and clients.
- Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated.
What you will need
- Bachelor's degree or foreign equivalent degree in Computer Science or a related field required
- 1+ years client service experience
- 1 3 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
What you will get
- Competitive salary, generous paid time off policy, and more!
- World class sales training programs and skill development programs
- Collaborative, team oriented culture that embraces inclusion
- Professional development and career growth opportunities
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