IT Technician

Reporting to the Service Desk Manager the IT Technician will be the first point-of-contact for internal staff across Altus Group’s global teams. You will be responsible for timely and effective resolutions to end-user issues fielding up to 150 tickets per week as well as in-person support requests.

Houston, TX

Altus Group

<p><span style="font-weight: 400;">At Altus Group, we want you to realize your potential. Our employees don&rsquo;t see boundaries, they see opportunity and are recognized and rewarded for the value they create and the result they deliver.</span></p> <p><span style="font-weight: 400;">At Altus Group, we value collaboration and knowledge sharing. Your research, your ideas and your work will make a difference; but, we</span>&nbsp;are more than the amazing work we do. We have a dynamic company culture that reflects the values of our employees and what motivates them individually and as a team:</p> <p><span style="font-weight: 400;">Altus Cares - We are always seeking ways to give back to our communities, our personal highlight is our involvement with Ronald McDonald house in four different countries where we volunteer every September as a company.</span></p> <p><span style="font-weight: 400;">Education - We support the continued learning of our employees.</span></p> <p><span style="font-weight: 400;">Team Spirit - We host an annual hockey tournament and an annual client party.</span></p> <p><span style="font-weight: 400;">This is an opportunity to in depth on multiple projects that encompass many industries, geographic reach, and high profile design.</span></p> http://www.altusgroup.com

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Mid Level

Overview: <hr /> <div> <p><strong>Who we are</strong></p> <p>Altus Group Limited is a leading provider of independent advisory services, software and data solutions to the global commercial real estate industry. Through our two business lines, Altus Analytics and Altus Expert Services, we are creating innovative technology-enabled solutions that better enable the commercial real estate industry to analyze, gain market insight and recognize value on their investments. Our clients include some of the world&rsquo;s largest real estate industry participants, spread across a broad variety of sectors.</p> <p>Headquartered in Canada, we have approximately 2,300 employees around the world, with a network of more than 75 offices with operations in North America, Europe and Asia Pacific.</p> <p><strong>The opportunity</strong></p> <p>Reporting to the Service Desk Manager the IT Technician will be the first point-of-contact for internal staff across Altus Group&rsquo;s global teams. You will be responsible for timely and effective resolutions to end-user issues fielding up to 150 tickets per week as well as in-person support requests.</p> <p><strong>Who you are</strong></p> <p>You are a Tier 1 Helpdesk Analyst or IT Technician who thrives in a supportive role. You enjoy asking questions and solving puzzles of a technical nature. You want to join a successful company that is growing rapidly; a company that is at the forefront of software solutions for their industry.</p> <p><strong>What will your career path look like</strong></p> <p>This is an opportunity to learn more about the Commercial Real Estate industry and gain exposure to multiple business lines and departments. A chance to grow into the next level of support, into a team lead role or move into another area such as Development.</p> </div>
Responsibilities: <p><strong>Our new IT Technician will:</strong></p> <ul> <li>Resolve end-user IT issues: <ul> <li>Provide one-on-one end-user support and problem resolution via telephone, instant messaging, email, and remote desktop access</li> <li>Recognize and escalate deeper and more complex issues to Tier 2 support technicians</li> <li>Prioritize work orders/IT tickets according to severity</li> </ul> </li> <li>Perform in-person, on-site assistance: <ul> <li>Repair hardware, printers, and other peripherals when possible</li> <li>Coordinate timely repair of IT equipment covered by third-party vendor maintenance agreements</li> </ul> </li> <li>Maintain and support the network: <ul> <li>Diagnose and resolve minor network issues (e.g. LAN access)</li> <li>Assist hardware and network technicians by troubleshooting software, hardware, and network issues</li> <li>Install network interface cards, hubs, switches, network cabling, etc.</li> <li>Participate in adds, moves and changes to network and systems access</li> </ul> </li> <li>Educate: <ul> <li>Attend training sessions and create materials for end users</li> </ul> </li> <li>Maintain documentation: <ul> <li>Accurately log work orders/IT tickets and resolutions into IT software management system</li> <li>Use IT log entries to report trends in order to conduct proactive maintenance or repairs</li> </ul> </li> </ul>
Requirements: <p><strong>Our new IT Technician has:</strong></p> <ul> <li>The education. High school or college diploma, with preference for a university degree</li> <li>The certification. Network+, MCP (Microsoft Certified Professional) or CCNA certification preferred. ITIL Certified (or knowledge of) preferred but not required</li> <li>The hands-on experience. 3 to 5 years of direct work experience in an IT support capacity, preferably within a software solutions company, including: <ul> <li>ability to diagnose problems, perform repairs on IT assets and provide support for a range of applications</li> <li>technical knowledge of different network levels: WAN and LAN connectivity, routers, firewalls and security</li> <li>understanding of operating systems, business applications, printing systems, and network systems</li> <li>experience with antivirus and anti-spam solutions</li> <li>experience using Service Now ticketing system preferred but not required</li> </ul> </li> <li>The problem-solving skills. Ability to quickly analyze issues and determine the best course of action using available resources</li> <li>The communication skills. Excellent written, oral, and telephone communication skills with the ability to &ldquo;translate&rdquo; technical solutions to non-technical users at any level</li> <li>A collaborative approach. A team player with the ability to work under pressure. Willingness and interest in sharing ideas and resolutions</li> <li>The mindset. Driven by a desire to help, with a strong customer service focus</li> <li>The flexibility. Availability to travel infrequently. Flexibility to work outside of core business hours, potentially as part of a 24-7 global team</li> </ul>