• Desktop and Executive Support Specialist

    Job Locations US-MA-Boston
    Job ID
    3014
    Function
    Information Technology
    Location Name
    177 Milk Street
  • Overview

    Related Beal, the Boston office of Related Companies, is a fully integrated real estate firm focused on development and investment opportunities in Boston and the surrounding region. Related Beal leverages a national real estate platform with expertise across all asset classes and storied local experience in life sciences, residential, hotel, and commercial development, construction, brokerage and property management. 

     

    Related Beal has developed or is in the process of developing some of the most recognized buildings in the area, including The Clarendon and One Back Bay, The Arlington, Lovejoy Wharf, Congress Square and Converse’s world headquarters. 

     

    Related Beal’s corporate office is located at 177 Milk Street in Boston.

    Responsibilities

    The Desktop & Executive Support Specialist will provide day to day and advanced technical support for Related Beal, which employs 85 employees in multiple offices throughout Massachusetts.  This role will be also be responsible for the migration of the current network infrastructure to Related NY’s network infrastructure, as well as to ensure the stable operation and support of the network, of the AV/Presentation equipment, and of all users’ PCs and peripherals, which include planning, developing, installing, configuring, maintaining, supporting, and optimizing hardware, software, and communication platforms.   This role will provide assistance to the remote support team with hardware and software installations and troubleshooting. This role will be in a fast-paced environment, across multiple offices, with low supervision and the candidate is expected to be self-sufficient.  The position is based in Related Beal’s Boston corporate office.

                                                                                                                                                                                  

    1. Executive-Level Customer Support

     

    • Provide executive -level customer support to 85 end users across multiple offices
    • Interact with customers to provide and process in response to inquiries, concerns, and requests about products and services
    • Provide on-site coverage during normal business hours as well as on-call support which could occur before/after normal working hours
    • Provide set up and fully support desktop, mobile, telecom, network and video conferencing systems hardware and software
    • Proactively identify, document and implement procedures to limit downtime, maintain a stable technology environment for all levels of staff, from C-Level to Entry Level
    • Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend and implement solutions in a timely manner
    • End to End ownership of customer related incidents through escalation to external vendors or other internal resources
    • Maintain knowledge base of relevant hardware and software applications
    • Set high standards of performance for self-assuming responsibility and accountability for successfully completing assignments or tasks self-imposing standards of excellence rather than having standards imposed

    2. Technical Support

     

    • Manage all phone systems, upgrades, maintenance in the Boston office
    • Asset management, including maintenance of network component inventory, printers and other hardware items
    • Assist with managing network hardware, including routers, switches, hubs, and UPSs to ensure network connectivity of all workstations
    • Responsible for installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software and peripheral devices
    • Liaison and oversee new office build-outs including construction offices, temp-leasing offices and management offices
    • Support network design and assist with network maintenance tasks
    • Assist to source, review and negotiate with vendors, outsourcers, and contractors for implementation services

     

    Key Role Skill Sets

     

    • Proactive mindset focusing on preventing rather than fixing
    • Ability to clearly and accurately communicate (written and verbal)
    • Demonstrated proficiency in typing and grammar
    • Knowledge of customer service principles and practices
    • Knowledge of relevant software computer applications and equipment
    • Effective listening skills
    • Willingness to cooperate with others and work to the greater good
    • Provide regular status reports and upgrades
    • Multi-tasking capabilities
    • Ability to work outside of normal business hours, including nights, weekends and possibly holidays (only when necessary)

    Qualifications

    • Must have 5+ years working within Information Technology in a fast-paced environment, with at least 1 year providing C-Level support
    • Must have technical experience supporting teams of at least 100 employees
    • Strong analytical and problem-solving skills
    • Must have very strong customer service and communications skills, with demonstrated ability to successfully handle conflict and be able to maintain calm in stressful situations
    • Good working and technical knowledge of systems administration, networking, systems and network security
    • Good working knowledge of workstation and server operating systems, server tools and utilities, and server data backup and restore
    • Bachelor’s Degree in Computer Science or related field or equivalent work experience
    • Advanced knowledge of MS Office Suite, Active Directory, Office 365, IOS and Windows 10.
    • One or more of the following preferred: Microsoft Certified Systems Administrator (MCSA), Citrix Certified Associate (CCA), VMWare Certified Professional (VCP), Cisco Certified Network Associate (CCNA)

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