2nd line IT support engineer

Gleeds is a global construction management and consultancy, widely recognized for their commitment to innovation, new initiatives and professional approach. Gleeds has a reputation of offering their clients world-class performance across a diverse range of services and sectors., A world of opportunity

Gleeds is a place to be part of something bigger. We take pride in our diverse and supportive culture that empowers you to make a difference while creating connections with brilliant people - colleagues and clients alike. Enjoy doing work that shapes our collective future, while steering your own journey in a trusting environment. Benefit from our rich heritage and global opportunities as you construct a career with purpose.

With over 75 offices across the globe, you'll become part of a truly global team that isn't restricted by borders. We welcome new perspectives and ideas but above all, we believe that quality relationships sit at the heart of good business. We strive to be the people that seek to understand and bring people together. Wherever we are in the world, we're committed to the success of our people, clients and communities - giving everyone a safer and more sustainable place to live, work and thrive.

Our values underpin what we stand for and how we work:

• Professionalism with personality

• Excellence with humility

• Innovation with agility

  We're an equal opportunities employer and welcome applications regardless of age, disability, marital status, race, religion or belief, sexual orientation, transgender status or gender.

  We recognise the importance of work/life balance and agree flexible working arrangements to suit each individual.

  Gleeds is a Great Place to Work certified employer.

Ihre Aufgaben

We have a vacancy in our Atlanta office for a 2nd line IT support engineer, who will be joining the Global IT team, reporting directly to the local management team, with a dotted line to the Group Chief Information Officer.^

This is a new role which has been created to replace previously outsourced IT support services which involves resolving issues and requests that are logged with our Service Desk via email, telephone and via the self-service portal, prioritizing to ensure best service to Gleeds' users against agreed service levels.

This role is a unique opportunity to really make a difference to our American operations as we aim to migrate from outsourced service to internal support and working directly for the Americas business and wider Group Global IT team.

There will be 1st line support requirements, as well as 2nd line support needs so a hybrid and flexible approach needs to be adopted. Close third line operational support will be required working closely with the group infrastructure director.^^

The role will work as part of a local operational team which currently supports approximately 100 internal users at several locations in the USA, Canada and Peru.

As the business grows there may be the opportunity to start to build and expand the local IT support team through the service desk and additional 1st line support. This will depend on operational growth and operational business needs.^

The successful applicant will be configuring a variety of company issued hardware and software including laptop, tablet and desktop computers and smartphones, performing AD/Entra ID Directory administration, diagnosing and resolving day to day IT issues. Responsibilities include but are not limited to:

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot end-user technical issues, including account setup

• Ask targeted questions to quickly understand the root of the problem

• Track computer system issues through to resolution, within agreed time limits

• Talk users through a series of actions, either via phone, email or chat, until they've solved a technical issue

• Provide prompt and accurate feedback to users

• Refer to internal database or external resources to provide accurate tech solutions

• Ensure all issues and resolutions are properly logged

• Prioritize and manage several open issues at one time

• Follow up support calls to ensure their IT systems are fully functional after troubleshooting

• Prepare accurate and timely reports

• Document technical knowledge in the form of notes and manuals

• Maintain good relationships with clients

• Work at part of a global IT team

Ihr Profil

Experience, Knowledge and Key Skills

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer or similar role

• Hands-on experience with the latest Windows/Mac and mobile OS environments

• Good understanding of cloud computing and office business systems

• Ability to diagnose and troubleshoot basic technical issues

• Familiarity with remote support applications and help desk software

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

• Additional certifications in Microsoft endpoint and cloud infrastructure, VMWare, telephony or similar technologies would be advantageous