- Handle escalated (level 2) technical support: troubleshooting hardware and software issues, diagnosing problems, and collecting information to deliver effective business solutions, ensuring continuous operations of Gartner Associates and infrastructure 24x7.
- Conduct remote office visits as necessary: provide on-site support at remote office locations, resolving technical issues and building relationships with associates.
- Manage Asset Lifecycle: Ensure accurate management of all assets' life cycles to optimize asset deployment throughout the organization.
- Support Events & Symposiums: Collaborate with ITIO Event Manager and Events staff to offer technology services and support to associates and clients during events, making critical decisions that impact client satisfaction.
- Engage in various projects as needed.
- Actively oversee Service Requests, Incidents, and Activities: Document, assign, and communicate all associate interactions accurately to identify and resolve issues, escalate when needed, and provide solutions for future problem-solving and process enhancement.
- Participate in developing, implementing, and enhancing support policies, processes, and best practices.
- Proactively support associates through initiatives like Support Lounge, training, and tech orientations.
- Drive customer satisfaction and continuous improvements.
- Bachelor's Degree or equivalent professional qualification.
- 2+ years of client service experience.
- 2-4 years of experience in an entry-level technical support role.
- Proficient in networking concepts, servers, LANs/WANs.
- Familiarity with help desk call logging systems.
- Experience with standard Microsoft products and platforms.
- Strong problem-solving abilities.
- Excellent communication skills, capable of independently interacting with staff across the organization verbally and in writing.
- Outstanding customer service aptitude.
- Must hold a graduate or postgraduate degree in Engineering.
- Exceptional communication and prioritization skills.
- Ability to work independently or collaboratively in a fast-paced AGILE-SCRUM environment.
- Takes ownership of success and ensures successful solution delivery.
- Strong willingness to enhance skills in software development, frameworks, and technologies.
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Technical Support Specialist-L2 support - Gurugram, India - Gartner
Description
About Gartner IT:
Join a top-notch team of skilled engineers creating innovative digital solutions to support our colleagues and clients. We have a significant impact on the organization by delivering state-of-the-art technology solutions that drive Gartner forward. At Gartner IT, we foster a culture of continuous innovation, a results-driven approach to success, and the belief that great ideas can originate from any team member.
About the position:
The Technical Support Specialist plays a key role in offering second level support to address and resolve technical issues escalated by the Help Desk to uphold Gartner standards and SLAs for all Gartner Associates (at local and regional offices of Gartner or for those working remotely). This specialist will also provide technical guidance on projects, conduct site visits, and contribute to Gartner Events.
Responsibilities:
Requirements:
Who we are looking for:
About Gartner:
At Gartner, Inc. (NYSE: IT), we provide actionable, unbiased insights that empower smarter decisions and enhance performance on an organization's critical priorities. Our global team of over 19,500 associates across more than 100 countries supports 15,000+ client enterprises.
Why choose Gartner as your workplace:
Our diverse teams bring together individuals from various backgrounds, fostering strength through a variety of experiences. Recognized globally as an exceptional workplace, we continually strive to grow as individuals, communities, and an organization. With accolades like being named one of the World's Most Admired Companies by Fortune, and receiving recognition for LGBTQ Equality and Disability Inclusion, Gartner is where you can bring your innovative ideas to life. Join us at #LifeAtGartner
What we provide:
Our people are our greatest asset, and we invest in them from day one. Upon joining our team, you gain access to a wide range of benefits designed to support your overall well-being. Resources are in place to help your physical, financial, and emotional wellness. We encourage continuous personal and professional growth through ongoing learning and development opportunities. Employee resource groups, charity matching, and volunteer programs keep you engaged with your Gartner community and causes you care about.
Gartner is dedicated to offering equal job opportunities to all applicants and employees, irrespective of various factors. We affirmatively promote the values of equal employment opportunity. We are an Equal Opportunity Employer welcoming applications from individuals with disabilities. If you require accommodations due to disability, please reach out to Human Resources.
Job Requisition ID:88580
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