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Location: New York, NY, United States
Date Posted: Dec 19, 2023
The position of IT Field Services Support Specialist will be based in the New York office and be part of the core Field Services team to support all US and International users by front facing contact via walk-up desk, email, telephone and/or remote tool for all technology related problems. The IT Field Services Support Specialist will provide diagnosis, resolution, or escalation to other service desk team members, engineering and/or applications development groups using our incident management system. In addition, the IT Field Services Support Specialist is responsible for understanding, interpreting all support requests, providing documentation and resolution for our internal knowledge base. A candidate for employment must demonstrate both great customer service and teamwork. The candidate must be able to set an expectation level for an issue and deliver on that expectation, must be able to be self-sufficient and able to appropriately manage their own workload.
Facilitating walk-ups ServiceDesk and utilizing incident knowledge base platform (Service Now)
Analyze, diagnose, document, resolve or escalate reported issues and outages
Assist other depts within IT; engineering/operations, and infrastructure applications/hardware
Configure, install, and troubleshoot laptops/mobile devices/printers
Respond to all user support inquiries globally including primary office location
Support and troubleshooting include supporting: MS office 2016 - O365 suites, Commvault, (Cisco Products: Jabber, WebEx, AnyConnect VPN, Call Manager CUCM ), JAMF (Mac deployment), Active Directory, Shared drive/Folder permissions understanding & troubleshooting, Bitlocker MBAM, Labtech ConnectWise, SCCM, Video & Audio Conferencing administration, Apple iOS, Android, 2FA/MFA mobility support & VOIP connectivity troubleshooting, LAN connectivity troubleshooting, Mimecast, Intune, network printer support.
College background in the technology field preferred
3-5 years of support role experience in help desk environment or tech support services (Preferable)
Solid understanding of MS Office 2010/2013/O365 (Outlook, Word, Excel, Power Point, etc.)
Proven background with customer service and able to handle stressful / time-sensitive situations
Telephone customer service experience required
Fundamental understanding of PC hardware/software and connectivity components
Experience with Windows 7-10 Operating Systems, Mac OSX experience is preferred
Knowledge of MS Exchange, Active Directory, SharePoint
Knowledge of LAN/WAN networking, remote access VPN technology, TCP/IP
Basic understanding of ITIL based structure
Exposure to HP/Lenovo ThinkPad/ MS Surface/ MacBook/ iPhone/ Android/ hardware preferred
Previous experience with an incident management/tracking system required
Some weekend and afterhours support required, as well as light travel potentially
The salary range is $60,000- $80,000 annually, dependent on several variables including but not limited to education, experience, skills, and geography. In addition, A&M offers a discretionary bonus program which is based on a number of factors, including individual and firm performance. Please ask your recruiter for details.
A&M’s entrepreneurial culture celebrates independent thinkers and doers who can positively impact our clients and shape our industry. The collaborative environment and engaging work—guided by A&M’s core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity—are the main reasons our people love working at A&M. Inclusive Diversity means we embrace diversity, and we foster inclusiveness, encouraging everyone to bring their whole self to work each day. It runs through how we recruit, develop employees, conduct business, support clients, and partner with vendors. It is the A&M way.
It is Alvarez & Marsal’s practice to provide and promote equal opportunity in employment, compensation, and other terms and conditions of employment without discrimination because of race, color, creed, religion, national origin, ancestry, citizenship status, sex or gender, gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, family medical history, genetic information or other protected medical condition, political affiliation, or any other characteristic protected by and in accordance with applicable laws. Employees and Applicants can find A&M policy statements and additional information by region here.
Please note that as per A&M policy, we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our Inclusive Diversity values. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that A&M will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.