Technology Support Lead

Job Title

Technology Support Lead

Job Description Summary

Provides first level support for designated end users. The job will require you to handle inbound calls / emails / chats regarding technical issues from designated end users. Has technical experience and skills in the areas of customer service, problem determination, and analysis.

Job Description

Essential Job Duties

• Responsible for providing first-line telephone, chat, or email technical support of hardware, systems, sub-systems and/or applications for designated internal users
• Perform support functions to include: setup of peripheral equipment, software installs and configuration, wireless and LAN configurations, and resolve access issues and other issues as required 
• Creation of incident tickets in ServiceNow for reported incidents or requests for service
• Incident ticket documentation including problem description, work history, and resolution
• Resolving incidents in a timely manner to meet the defined Service Level Targets
• Fulfillment of IT Service Requests for designated internal users
• Support and troubleshooting for mobile devices
• Interface with Global IT Service Desk and other support groups as required
• Performs other related duties as required or requested

Minimum Requirements

• Associates degree or college coursework
• 2 -3 years of technical experience in a similar role
• ITIL Foundation Level certification preferred or demonstrate knowledge of processes
• Industry related technical certificates are a plus or any similar combination of education and experience
• Proficient with Windows OS
• Proficient with O365 and MS Office Suite
• Proficient with Apple and Android devices
• Familiar with remote support tools

Competencies

• Customer focused
• Critical thinker / problem solver
• Professionalism & work ethic
• Interpersonal communication
• Technical aptitude

AAP/EEO STATEMENT
C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.

OTHER DUTIES
This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
 

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 132,100.20 - $155,412.00

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.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email [email protected]. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”