Your Role
As an IT Support Specialist, you will provide the dual role of first-line response to end user incidents received via service desk requests and office operational requirements, as well as partner with the business as the IT subject matter expert and liaison with the regional and global Hub IT teams.
You will generally focus on the day-to-day support of the Singapore and Sydney office, as well as nascent offices such as Bangkok, working in collaboration and communication with the larger distributed team of support staff across the region and globe. You will also provide advice and hands-on activity as required in collaboration with the regional and global Hub IT teams, in matters such as storage, network, information exchange, productivity tools such as O365, and cyber security.
This position requires a self-starter and a skilled communicator (written and verbal) who can effectively project and time manage, prioritizing both support tasks and SME activity in a dynamic team. The individual within this team needs to have a high sense of ownership, collaboration, and excellent customer service. This position is focused on rapid service, timely technical support and highest quality of customer satisfaction, with a friendly and helpful attitude. Successful specialists are open, empathetic, and can apply a broad range of basic technology knowledge.
What You Will Do
Effectively communicate and work with team members from general end users to high level managers and Principals
Determine most effective problem resolution to minimize technical downtime (including network, connection and WIFI issues)
Provide first and second level support for Windows and Mac client computers, MS Office 365 applications including Outlook and Teams
Provide installation, maintenance and ensure operation of all devices including desktop/laptop computers, printers and peripherals installed within the regional IT infrastructure
Provide installation and basic troubleshooting of core 2D and 3D drafting products including Revit, AutoCAD, 3ds Max as well as other graphics design and rendering software such as SketchUp, Rhino, and Adobe Creative Cloud products
Support remote users accessing virtual desktop infrastructure and VPN connections
Administer user accounts and security controls within Active Directory
Image laptops and desktops during initial deployment, maintenance and end of life replacements
Comply with vendor specific maintenance and repair procedures
Support AV equipment and web conferencing functions
Maintain current knowledge of desktop computing technology, applicable software tools and networking technologies used by Gensler. Develop and expand knowledge of these technologies over time
Conduct new hire IT orientations to support familiarity with Gensler IT protocols, policies and procedures
Develop rapport with staff to understand their technology skills and tailor hands on support accordingly
Maintain ethical and professional behavior in dealing with users, department associates, and other departments' personnel. Adhere to all software licensing restrictions
Multitask in a fast-paced environment, while maintaining an emphasis on detail and quality
Manage all IT assets such as hardware, software licenses, IT service contracts, telecom/internet services, for the office(s).
Perform quarterly and yearly budget forecast and tracking for these IT assets.
Work with the global Hub IT team to manage and configure server, network and supporting equipment (e.g. UPS, Air conditioning, Fire Suppresion) in the office data center
Your Qualifications
Bachelor’s in Computer Engineering, Computer Science, or related field preferred, or equivalent experience or military training
5-7 years of prior related experience, a background in the architecture or engineering industry is a plus
Strong knowledge and experience with Windows 10; Microsoft Office 365 (SharePoint, OneDrive, Teams, Outlook); Mac, Microsoft Active Directory
Knowledge of basic networking concepts and desktop troubleshooting
Ability to disconnect, lift and move PC's and Monitors (50 lbs) to new desks, maneuver under counters and in tight spots to run cables and wires for PCs
Knowledge of iPhone and Android mobile phones
Ability to work independently or in a team
Must have strong troubleshooting abilities and excellent organizational, time management, and service delivery skills
Participate in occasional off-hours and weekend support of system upgrades and initiatives
Qualifications Considered a Plus:
CompTIA A+ Certification in desktop support or similar
Certification in Cisco, Windows Desktop or Server, Mac, VMWare, ITIL considered a plus
Familiarity with using design tools like Adobe Creative Cloud and Autodesk products (ex. Revit, AutoCAD, etc.)
Knowledge and experience with Mac OS X in a corporate environment
Experience working with geographically diverse operations
Life at Gensler
As a people-first organization, we are as committed to enjoying life as we are to delivering best-in-class design. From internal design competitions to research grants to “Well-being Week,” our offices reflect our people’s diverse interests.
We encourage every person at Gensler to lead a healthy and balanced life. Our comprehensive benefits include medical, dental, vision, disability and wellness programs. We also offer profit sharing and twice annual bonus opportunities.
As part of the firm’s commitment to licensure and professional development, Gensler offers reimbursement for certain professional licenses and associated renewals and exam fees. In addition, we reimburse tuition for certain eligible programs or classes. We view our professional development programs as strategic investments in our future.
