1037 IT Support jobs in New York

Job DescriptionJob Description

JOB SUMMARY:

Provides technology support to the local office for areas including software, hardware, infrastructure, network services, mobile and remote services, audio visual, telephony and security systems. Provides a high level of customer service, accurate reporting and team work with other local technology professionals as well as the Firm's central resources in White Plains. Works under the direction of Senior Technology Support Analyst, Technology Support Supervisor and Technology Manager.

ESSENTIAL FUNCTIONS:

• Responds to local and central telephone helpline, support tickets and e-mail, assesses problems and offers assistance, logs all calls into the Firm's call logging systems and resolves or escalates as appropriate.

• Provides application support for both local installations and Citrix-based applications.

• Assembles, installs, configures, tests, images, troubleshoots and repairs hardware and peripherals, including but not exclusive to computers, printers, scanners, mobile phones and Wi-Fi capable devices, audio visual equipment and software, reprographic and cost recovery network interfaces, security network interfaces and other equipment and applications as required.

• Provides assistance and advice on technology allowance purchases for attorneys.

• Provides support, troubleshooting and repair for laptops and desktops.

• Assists with remote site access.

• Assists with Firm's audio visual set up requirements.

• Assists with off site technology set ups as required.

• Maintains data room components, data closets and troubleshoots networking issues in conjunction with the Technology Manager/Supervisor.

• Supports all personnel adds, moves and changes.

• Services, documents and provides loaner equipment in accordance with Firm policies.

• Maintains accurate inventory records.

• Establishes and maintains effective working relationships with clients, attorneys and business services professionals .

• Ensures the security of the Firms systems by understanding the risks and ensuring best practices are followed.

• Helps to maintain Firm policies and procedures in relation to computer technology.

• Provides basic induction training on technology systems, mobile device usage and basic software usage.

• Provides software training based upon modules created by the global training department.

• Regular and reliable physical presence to (ex: manage others, meet with clients, use on-site equipment, trouble shoot hardware and software).

• Provides a consistent and high level of customer service.

• Demonstrates effective interpersonal, written and verbal communication skills to facilitate effective work relationships with others.

• Performs frequent physical exertion including: walking, pushing, pulling, repetitive use of both hands, lifting or carrying up to 10 pounds frequently and up to 50 pounds on an occasional basis.

• Manages Firm resources responsibly.

• Complies with and understands Firm operation, policies and procedures.

• Performs other related duties as assigned.

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES AND OTHER JOB-RELATED COMPETENCES:

• Through working knowledge of Microsoft Office Suite, Citrix, PC and Mac Environments, eDocs DM, Blackberry and other mobile devices, DTE, Litera ChangePro, General Desktop Environments, Operating Systems- Windows and Mac

• Ability to apply logic, reasoning, analysis and interpretation skills to resolve problems

• Ability to maintain continuous concentration, alertness and attention to detail

• Basic understanding of hardware and software used for building security systems

• Strong customer service skills

• Knowledge of relevant Firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems

• Demonstrates effective interpersonal and communication skills, both verbally and in writing

• Ability to handle multiple projects and shifting priorities

• Ability to handle sensitive matters and maintain confidentiality

• Ability to organize and prioritize work

• Ability to work well in a demanding and fast-paced environment

• Ability to work well independently as well as effectively within a team

• Flexibility to travel

• Flexibility to adjust hours and work the hours necessary to meet operating and business needs

EDUCATION AND EXPERIENCE:

• High School diploma or equivalent

• Minimum of three years of related work experience, inclusive of two years of specialized technical training or an equivalent combination of education and experience; and knowledge of current technology applications, hardware and software

The Technical Support Specialist is responsible for providing first level technical support utilizing the Technical Hotline Support System (TSARA) or other means of communication to all BMW centers and MINI dealers. The selected candidate will ensure that every BMW center, MINI and BMW Motorrad dealer can provide the customers with the highest repair quality on their vehicles to get fixed right the first time. The guidance provided by the Technical Hotline Specialist is so that proper and most current BMW diagnostic and repair procedures are utilized.

WHAT AWAITS YOU.

• Provide an adequate and professional reply to TSARA support cases from dealers after reading all the information provided and reviewing all the internal information and systems such as FASTA, Current Issues library, Service Information Bulletins, Warranty History, etc.
• Provide repair instructions to dealers based on information provided Development and Engineering for every affected component.
• Initiate the escalation of cases to National Technical Support Engineers and/or Product Engineering as required in order to expedite the repairs of the vehicles to get diagnosed and repaired properly as required.
• Follow-up closely with TSEs and Product Engineers with the escalated cases as needed.
• Review and identify trends from product issues that are received in the TSARA hotline.
• Attach pertinent cases to technical reports already generated by the Product Engineers.
• Assist team leader with gathering data and preparation of Trend reports for Product Engineers as needed.
• Maintain open communication and gather feedback from our Technical Support Engineers in the field in regard to product issues and trends.
• Support Independent repair shops programming and diagnostic software issues as required by law to all vehicle manufacturers.

WHAT YOU SHOULD BRING.

• Bachelor's degree in engineering or equivalent Technical Support experience with BMW, MINI vehicles + (BMW motorcycles is a plus)
• 3+ years in technical training and working experience as Master Technician level for BMW and MINI vehicles + (BMW Motorrad is a plus)
• Complete ASE certification as per BMW training guidelines
• Blitz 3 certification if technical support is needed for PHEV and EV vehicles

WHAT YOU CAN LOOK FORWARD TO.

• Medical, Dental, and Vision insurance
• 401(k) with Company match and Retirement Income Account
• Employee vehicle program
• Bonus eligibility
• Paid Parental Leave
• Generous PTO and Company paid holidays
• Voluntary Benefits to fit your needs

Relocation is available for this position.

The expected salary range for this position is $57,900.00 - $95,500.00.

The selected candidate's education, skills, experience, and location will be used to determine the final salary offer. All pay ranges are based on a full-time work schedule. This statement is in accordance with state and local pay disclosure requirements.

Even more so than the generous compensation and benefits, the culture and values of BMW of North America makes it the ultimate working environment. These values are Responsibility, Appreciation, Transparency, Trust, and Openness. We allow these values to guide the way we conduct ourselves and our business.

BMW in the United States is an equal opportunity employer. It is the policy of BMW Group in the United States to provide equal employment opportunity (EEO) to all qualified persons regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

If you are a driven and passionate individual who thrives in a fast-paced, collaborative environment, we want to hear from you! Apply now to join our dynamic team and take the next step in your career.