Technical Support Specialist

7 months ago

Sydney, Australia Gartner Full time

**Description**:
The Technical Support Specialist provides second level support to identify and solve technical issues escalated by the Help Desk to meet Gartner standards and will also provide technical expertise on projects, site visits and Gartner Events support.

**Responsibilities**:

- Escalated (level 2) technical support: Provides technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.
- 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: To ensure Gartner delivers world class events to our clients, liaise with Event Manager and Events staff to provide technology services and support to associates and clients including making on the spot decisions requiring discretion and judgment which impact Gartner’s client satisfaction.
- Projects: Work on additional project work when required.
- 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 improvement.
- Participate in development, implementation, and improvement of support policies, process and best practices
- Participate in proactively supporting associates e.g. Support Lounge, training, tech orientations etc.
- Instills and drives customer satisfaction including continuous improvements.

**Expected outcomes**:

- Successful delivery of IT services within defined SLA’s to associates in support of the operation of Gartner’s business.
- Service levels are adhered to and department goals are followed.
- Accurate technical documentation, policies, and processes are updated.

**Education/experience**:

- Bachelor’s Degree or equivalent professional qualification
- 2+ years client service experience.
- 2-4 years experience in an entry level technical support role.

**Technical competencies**:

- 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

**Who are we?**

At Gartner, Inc. (NYSE: IT), we deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. 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.

**What makes Gartner a great place to work?**

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we're recognized worldwide as a great place to work year after year. We've been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join #LifeAtGartner

**What we offer**:
Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Job Requisition ID:83396

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