Technical Support Specialist, IT Infrastructure

SitusAMC is where the best and most passionate people come to transform our client’s businesses and their own careers. Whether you’re a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve.

At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local – come join our team!

Essential Job Functions:

• First call resolution (FCR) is a critical part of the job role
• Understanding of ITIL framework which includes incident, service request, queries and problem management are very critical
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Provides hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
• Responsible for the technology infrastructure of the organization which provides IT services such as personal computer, network and servers, Physical & virtual architecture, WIFI, CCTVs, storage, email and Internet access, mobile personal devices connectivity, telephony, data integrity including backups, helpdesk to support the business in meeting its objectives
• Deep knowledge on infrastructure technologies with hands on skills including technologies related to Microsoft Windows, Office365, Microsoft Share point, IP Telephony, Collaboration tools, etc.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Escalate complex problem to appropriate support specialists
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate, and prioritize customer problems and complaints
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units

Qualifications/ Requirements:

• Graduate in any discipline with hardware and networking certification
• Disciplined, systematic problem-solving skills required
• Preferred ITIL certified (Foundation)
• Hands-on work experience with the following:
• Windows Operating systems
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• Remote desktop connectivity applications knowledge
• MS Office Suite (O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g., Explorer, Chrome, Firefox)
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• Others: Adobe Acrobat and other common desktop applications like WinZip, etc.
• Excellent communication and conversation skills (Verbal and Written)
• Good documentation skills
• Able to handle unforeseen situations
• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
• Personal dedication to providing high quality, superior service at all times.
• Ability to finish what is started is a must
• Ability to integrate as a cross-functional team player in a fast-paced environment where all information is shared
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week
• Customer Focus
• Teamwork
• Technical Expertise
• Interpersonal Effectiveness

Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings. SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

The annual full time base salary range for this role is

Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval.

SitusAMC offers a comprehensive and competitive benefits plan.

SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.