We believe that a diversity of experiences makes us stronger-as individuals, as communities and as an organization. Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. What makes Gartner a great place to work? We’ve grown exponentially since our founding in 1979 and we're proud to have over 19,500 associates globally that support over 15,000 client enterprises in more than 100 countries. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s mission-critical priorities. Gartner delivers actionable, objective insight to executives and their teams. Professional development and unlimited growth opportunities.Collaborative, team-oriented culture that embraces diversity.Health and wellness related allowance programs.Parental (Maternal and Paternity) leave.Hybrid environment with flexibility, remote work.Extensive Medical, Dental, and Vision plans.20+ PTO days plus holidays and floating holidays in your first year.Ongoing membership and apprenticeship Leadership courses, development programs, technical courses, certification opportunities and more!.Built expert knowledge in our industry and conveys knowledge to others.Ability to ensure IT solutions meet business requirements.Ability to take ownership of escalated issues in difficult situations and drive to resolution.Excellent communicator, able to deal independently with staff at all levels in the organization including C-Level executives (verbal and written).Extensive knowledge with standard Microsoft products and platforms.Excellent knowledge in using help desk call logging system. Good knowledge of networking concepts servers LANs/WANs.4+ years’ experience in a technical support role.Bachelor’s Degree or equivalent professional qualification.Instills and drives customer satisfaction including continuous improvements.Projects: Work on additional project work when required, and can act as project lead on certain projects.Remote office visits (when required): Provides onsite support in remote office locations including resolving technical issues and building rapport with associates.Participate in development, implementation, and improvement of support policies, documentation of processes and best practices.Events & Symposiums: To ensure Gartner delivers world class events to our clients, liaise with ITIO Event Manager and Events staff and/or lead WWTS members at Symposium as the escalation point for all WWTS related issues onsite to provide technology services and support to associates and clients.Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.Provides mentoring to Technical Support Specialists on all aspects of support.Subject Matter Expert support: Build knowledge in specialized subjects to provide guidance and become an escalation point for the Technical Support Specialists.Solutions Lounge, training, tech orientations, etc. Participate in proactively supporting associates e.g.Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated in order to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvements.Escalated (level 2) technical support: Provides advanced technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.Provides technical expertise on projects, site visits and Gartner Events support as well as mentoring and providing an escalation point to Technical Support Specialists. The Technical Support Specialist provides second level support to identify and solve technical issues escalated by the Help Desk to meet Gartner standards and SLA's for all Gartner Associates globally, as well as support for complex technical issues. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team. We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner. Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients. Hiring near one of our US Centers of Excellence in Fort Myers, FL.
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