Technical Support Specialist (Fort Myers, FL)

*We offer a hybrid workplace, and this role is required to be in the local Fort Myers, FL office a few days per week.

About Gartner IT:

Join a world-class team of skilled engineers who build creative digital solutions to support our colleagues and clients.  We make a broad organizational impact by delivering cutting-edge technology solutions that power Gartner.  Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team. 

About the role:

The Technical Support Specialist provides second level support to identify and solve technical issues escalated by the Help Desk to meet Gartner standards and SLA's for all Gartner Associates (in local and regional Gartner offices or working remotely). The Technical Support Specialist will also provide technical expertise on projects, site visits and Gartner Events.

What you will do:

• Escalated (level 2) technical support: Provides technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24x7.

• Remote office visits (when required): Evaluates and provides onsite support in remote office locations including resolving technical issues and building rapport with associates.

• Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.

• Events & Symposiums: To ensure Gartner delivers world class events to our clients, liaise with ITIO Event Manager and Events staff to provide technology services and support to associates and clients including making on the spot decisions requiring discretion and judgment which impact Gartner’s client satisfaction.

• Projects: Work on additional project work when required.

• Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated in order to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvement.

• Participate in development, implementation, and improvement of support policies, process and best practices

• Participate in proactively supporting associates e.g. Support Lounge, training, tech orientations etc.

• Instills and drives customer satisfaction including continuous improvements

What you will need:

• Bachelor’s Degree in or equivalent professional qualification

• 2+ years client service experience

• 2-4 years’ experience in an entry level technical support role.

• Understands networking concepts; servers; LANs/WANs.

• Experience using help desk call logging system.

•  Experience with standard Microsoft products and platforms.

• Good problem - solving skills.

• Good communicator, able to deal independently with staff throughout the organization (verbal and written).

•  Excellent customer service skills

What you will get:

• Competitive Compensation Package

• Ongoing mentorship and apprenticeship; Leadership courses, development programs, technical courses, certification opportunities and more!

• 20+ PTO days plus holidays and floating holidays in your first year

• Extensive Medical, Dental and Vision plans

• Hybrid environment with flexibility, remote work

• Parental leave

• Gartner Gives Charity Match

• Employee Assistance Program (EAP)

• Employee Stock Purchase Plan

• Health and wellness related allowance programs

• 401K with corporate match, immediate vesting

• Collaborative, team-oriented culture that embraces diversity

• Professional development and unlimited growth opportunities

#LI-SS4

#Technology

Who are we? 

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to more than 20,000 associates globally who support ~15,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work? 

Our sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer? 

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers. 

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

Gartner believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is 48,800 USD - 67,620 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. Our talent acquisition team will provide the specific opportunity on our bonus or incentive programs to eligible candidates. We also offer market leading benefit programs including generous PTO, a 401k match up to $7,200 per year, the opportunity to purchase company stock at a discount, and more.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to ApplicantAccommodations@gartner.com.

Job Requisition ID:92022

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