Technical Support Specialist

1 week ago

Exton, Pennsylvania, United States AtkinsRealis Full time
Job Summary

AtkinsRealis is seeking a skilled Technical Support Specialist to join our IT Support team in Exton, PA. As a key member of our team, you will be responsible for providing top-notch technical support to our employees, ensuring they have the tools and resources they need to succeed.

About the Role

The successful candidate will have a strong understanding of technology and excellent customer service skills. They will be responsible for resolving second-line incidents and service requests, managing and resolving assigned incidents and requests, and providing regular updates to customers throughout the management of their incidents and requests.

Key Responsibilities

* General troubleshooting of the Atkins desktop computing environment based on incidents and service requests logged via the Global Service Desk
* Management and resolution of all 2nd line incidents and requests assigned to their queue in Service Now
* Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
* Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures
* Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests
* Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
* Support the set-up of new offices, sites or projects across the local region
* Ensure the maintenance of all local equipment rooms and conference room facilities, mitigate risks arising from audits, fire, safety or other risk assessments
* Develop, review and improve processes to maximize efficiencies within the team
* Exhibit a flexible approach to working and provide coverage where necessary
* Provide training and guidance to end users
* Provide weekly/daily reports/time reporting and updates on current issues
* Provide conference room support including when needed maintaining connections to equipment
* Perform floor walks to engage with employees
* Maintain sufficient equipment stock to deliver service, including maintaining appropriate records

Requirements

* Associate's degree in Computer Science or related field preferred or a minimum of 2 years of experience in IT service principles and processes
* High level of proficiency and knowledge of working in a Corporate IT environment
* Solid understanding of hardware and software asset management processes
* Experience of working to (and exceeding) Service Level Agreements
* Broad technical understanding of technology services being supported
* Ability to learn, understand, and apply new technologies
* Strong business focus and customer service skills
* Working knowledge of database/excel structures/tables/configurations
* Proven experience of data analysis and good numeracy, analytical and reporting skills
* Works across regional offices
* ITIL V3 Foundation Qualification preferred
* Strong customer service skills
* Certification from Microsoft preferred

What We Offer

AtkinsRealis is committed to providing a comprehensive benefits package that supports the health, well-being, and financial security of our employees. Our benefits include competitive salary, flexible work schedules, group insurance, paid family leave, two floating holidays, paid parental leave, pet insurance, retirement savings plan with employer match, employee assistance program, learning and development programs, training, career opportunities, and a highly regarded tuition reimbursement program. We also have an inclusive culture of Employee Resources Groups centered around women, African-Americans, Hispanics, LGBTQ+, Neurodiversity, and Emerging Professionals. Additionally, we have a Foundation that is employee-funded with a 2-to-1 match from the company providing STEAM education for minorities from K-12 to college.

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