IT Senior Specialist - Melbourne, Australia - Boston Consulting Group

Description

WHAT YOU'LL DO

As Senior IT Specialist, you'll assist the Information Technology department with all aspects of technology as it relates to Office, Regional and BCG priorities. This includes user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs both in the office and at client sites.

YOU'RE GOOD AT

Providing a high level of customer service while supporting all assigned case teams and office based staff in a fast-paced environment. Support includes, but is not limited to, laptops, desktops, smartphones, phone, and voicemail systems, both in the office and offsite.

Manage local technology, increasing reliability, security, interoperability, and effectiveness of customer work while reducing costs, both in the office and at client sites

Understand and effectively discuss services and software provided by IT Service

Work with Project Leaders to provide technical (hardware, software, connectivity) solutions at the client site according to established standards. Regular Case Team visits will be required

Gather feedback and evaluate impact of IT Service offerings

Assist in preparing and deploying laptops for staff, including configuration and imaging of laptops

Support a variety of operating systems and applications

Hardware and software asset tracking and inventory management

Coordinate the repair and maintenance of office printers and computing equipment with external vendors

Provide on-site technical support at special events, e.g., executive speeches, press conferences, offsite meetings, etc.

Communicate frequently with end users as well as with local, regional, and global support teams

Maintain configurations of all notebook and desktop computer systems according to established BCG requirements

Document and update technology related instructions/procedures/knowledge articles as required

Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources

Maintain problem call history by recording calls in CA help desk tracking database; analyze call data to proactively identify improvement opportunities

Participate in local, regional, and global projects as appropriate to evaluate existing systems and recommend technology for upgrade and replacement; evaluate new technologies for potential applicability within BCG

Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management

Serve as a leader for the local IT team and assume responsibility for training and mentoring new and junior colleagues

Partner with the IT Director to identify and recommend improvements in process and technology

Vendor management; professionally handle and negotiate with local vendors in coordination with the Regional IT Director

Take ownership for all technology within your local office including AV, infrastructure, and other relevant technology. Proactively maintain and escalate any potential issues before problems occur

Be a topic expert in one or more area(s) and use your knowledge to train others to streamline and advance

Market and provide knowledge of new IT projects, local initiatives, and troubleshooting tips and tricks to the local office and beyond

YOU BRING (EXPERIENCE & QUALIFICATIONS)

Several years' experience in similar role

Experience working within professional services advantageous, but not essential

Experience in effectively communicating and presenting technical concepts to management, peer group and staff

Strong knowledge of commonly used concepts, practices, and procedures

Experience troubleshooting Windows 10, Office Suite, Internet Explorer, VPN/network connectivity

Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area, including IT Toolbox and other internal BCG resources

Proficient across PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration

A focus on excellent customer service and needs of the entire BCG user community

Strong communication and relationship building skills

Displays self-starting attitude, resourcefulness and professionalism

Reliable and cooperative team player; displays consideration and respect for others

Displays tact, patience and the ability to handle stressful situations

Demonstrates competence and character that inspires trust

Ability to work independently, exercising sound judgment and initiative

Strong ability to identify, analyse and solve problems

Focuses on continuous learning to further IT knowledge and career development

Meticulous attention to detail

YOU'LL WORK WITH

BCG's information technology group collaboratively delivers the latest digital technologies that enable our consultants to lead and our business to grow. For our IT jobs, we seek individuals with expertise in the areas of IT infrastructure, application development, business systems, collaborative and social technologies, information security, and project leadership.