Technical Support Specialist📣 Job Ad

About the Role

Gartner IT is seeking a motivated Technical Support Specialist to join its team of skilled engineers. This role is instrumental in building digital solutions that support Gartner colleagues and clients, contributing to the organization's success by delivering technology solutions that power Gartner. Gartner IT fosters a culture of innovation and an outcome-driven approach.

Role Overview

The Technical Support Specialist will provide essential second-level support, addressing technical issues escalated by the Help Desk. The goal is to ensure Gartner standards and Service Level Agreements (SLAs) are met for all Gartner Associates, regardless of their work location. This position also involves contributing technical expertise to various projects, site visits, and Gartner Events.

Key Responsibilities

• Provide escalated (Level 2) technical support, including hardware troubleshooting and diagnosis, software troubleshooting and installation, and information gathering to deliver business solutions and maintain operational continuity for Gartner Associates and infrastructure 24x7.
• Conduct remote office visits as required, providing onsite support in remote locations, resolving technical issues, and building rapport with associates.
• Manage all asset life cycles accurately to ensure efficient deployment of assets throughout the company.
• Support Gartner's events and symposiums by liaising with the ITIO Event Manager and Events staff to provide technology services and support to associates and clients, making on-the-spot decisions that require discretion and judgment.
• Actively manage service requests, incidents, and activities, ensuring all associate interactions are accurately documented, assigned, and communicated to determine and resolve issues, escalate when necessary, and provide solutions for future problem resolution and process improvement.

Qualifications and Requirements

• Bachelor's degree or foreign equivalent degree in Computer Science or a related field.
• 1+ years of client service experience.
• 1-3 years of experience in an entry-level technical support role.
• Understanding of networking concepts, servers, and LANs/WANs.
• Experience using a help desk call logging system.
• Experience with standard Microsoft products and platforms.

Required Skills

• Technical hardware troubleshooting and diagnosis.
• Software troubleshooting and installation.
• Information gathering for business solutions.
• Asset management throughout its lifecycle.
• Providing technology services and support.
• Management of service requests, incidents, and activities.
• Proficiency in networking concepts, servers, and LANs/WANs.
• Experience with help desk call logging systems.
• Familiarity with standard Microsoft products and platforms.
• Strong problem-solving skills.
• Effective communication skills, both verbal and written, with the ability to deal independently with staff throughout the organization.
• Excellent customer service skills.

Work Location and Type

This is a full-time position located in Riyadh, Saudi Arabia.