Technical Support Specialist📣 Job Ad

About the Role

Gartner IT is seeking a Technical Support Specialist to join its engineering team. This role is crucial in developing digital solutions that support Gartner colleagues and clients, contributing to the organization's technological advancements. The IT department emphasizes continuous innovation, an outcome-driven approach, and values input from all team members.

Role Overview

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

Key Responsibilities

• Provide escalated (Level 2) technical support, including hardware and software troubleshooting, diagnosis, and installation, to maintain operational continuity for Gartner Associates and infrastructure 24x7.
• Conduct remote office visits as needed, offering onsite support in various locations, resolving technical issues, and building rapport with associates.
• Manage all asset life cycles to ensure efficient deployment of assets across the company.
• Collaborate with the ITIO Event Manager and Events staff to provide technology services and support during Gartner Events and Symposiums, making timely decisions that impact client satisfaction.
• Actively manage service requests, incidents, and activities, accurately documenting all associate interactions, assigning tasks, and communicating resolutions to determine and resolve issues, escalate when necessary, and contribute to future problem resolution and process improvement.

Qualifications and Requirements

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

Required Skills

• Technical hardware troubleshooting and diagnosis
• Software troubleshooting and installation
• Information gathering
• Networking concepts, servers, LANs/WANs
• Help desk call logging systems
• Standard Microsoft products and platforms
• Problem-solving skills
• Effective communication (verbal and written)
• Excellent customer service skills

Work Location and Type

This full-time position is located in Riyadh, Saudi Arabia. Gartner offers opportunities for professional development and career growth within a collaborative, team-oriented culture that embraces inclusion.