Overview

The L2 Service Desk Technician is one of the escalation points for incident resolution and request fulfillment supporting RMR’s internal customer base, nationwide. This is a great opportunity for the right individual to become an impactful and value-add member of the IT Team. Leveraging your wide breadth and depth of IT knowledge, you will support both Corporate office and remote office customers, including high-touch VIP personnel.

Responsibilities

• Provide excellent customer support to both our Corporate and remote internal customers.
• Track and own customer issues with end-to-end ownership through final resolution.
• Proactively engage the required resources to ensure the customer expectation is exceeded in a timely manner.
• Assess and prioritize daily ticket workload aligning with Best Practice and in accordance with established SLAs.
• Provide excellent data quality within all assigned tickets.
• Install, configure, and support hardware and software in the environment.
• Participate in the on-call after hours support rotation.
• Periodically assist with special projects and emergencies, including but not limited to, regularly scheduled evening or early morning maintenance and emergency response at any time (24x7).
• Troubleshoot A/V issues in relation to high-visibility meetings and for VIPs.
• Contribute to both the IT and Customer Knowledge Base, writing concise and coherent incident description and resolution.
• Interface with vendors to coordinate hardware repair, when required.
• Escalate critical incidents to Service Desk Manager, as needed.
• Troubleshoot and resolve complex issues and work with other teams to identify root cause and resolution.
• Provide phone and deskside support for mobile devices (iPhone & iPad).
• Create and maintain on point documentation for all desktop solutions and troubleshooting instructions in the Knowledgebase.
• Work as a member of a collaborative team.
• Follow standard operating procedures around process and documentation.
• Recommend process improvements.
• Additional responsibilities as assigned.
• Ability to effectively collaborate across organization.

Qualifications

• Ability to travel within the U.S. to support remote office networking issues, POTS, Wi-Fi, VoIP, mobile devices, and end user machines as needed by the specific job duties of the employee
• Bachelor's degree in Computer Science, Information Systems, or equivalent technical discipline is strongly preferred.
• 2-4 years of working experience supporting 500 Windows machines.
• Other technology areas include:
  • Windows desktops and laptops
  • SCCM/Intune AutoPilot
  • A/V (Cisco WebEx, MS Teams, Conference room hardware)
  • Imaging
  • Onboarding/offboarding employees
  • iPhone and iPad mobile device management
  • Microsoft Outlook and O365 Suite
  • Printers
  • Account Management
  • Group Policy management
• ITIL and Best Practice experience preferred
• Strong working experience with an IT Service Management tool, preferably ServiceNow.
• Cisco VoIP experience strongly desired
• Azure knowledge considered a plus
• Excellent analytical and problem-solving skills.
• Understanding of asset management / software licensing compliance preferred.
• Excellent customer service and time management skills.
• Strong written and verbal communication skills.
• Ability to develop processes and documentation.
• Strong work ethic, reliable, and collaborative.
• Ability to participate in 24x7 on-call support rotation.

Company Overview

The RMR Group (Nasdaq: RMR) is a leading U.S. alternative asset management company, unique for its focus on commercial real estate (CRE) and related businesses. RMR’s vertical integration is strengthened by over 1,100 real estate professionals in more than 30 offices nationwide who manage over $41 billion in assets under management and leverage more than 35 years of institutional experience in buying, selling, financing and operating CRE. RMR benefits from a scalable platform, a deep and experienced management team and a diversity of real estate strategies across its clients. RMR has been recognized by The Boston Globe as a “Top Place to Work”, by the Environmental Protection Agency (EPA) as an “ENERGY STAR Partner of the Year” and ranked by the Building Owners and Managers Association (BOMA) as having one of the highest number of BOMA 360 designated properties in its portfolio. RMR is headquartered in Newton, MA and was founded in 1986.

RMR’s mission is to create long term value for our clients by managing their investments and assets “like we own it” – an approach that consistently and repeatedly generates opportunities for all our employees, investors and stakeholders. We are guided by six core values:

• Integrity at Our Core.
• Perform Passionately and Effectively.
• Inspired Thinking.
• Like We Own It.
• Power of We.
• Mutual Respect.

Visit our website to learn more about what makes The RMR Group a rewarding place to build a career.

Follow RMR on LinkedIn, on Instagram @thermrgroup and on Twitter @The_RMR_Group.

The RMR Group is an equal opportunity employer. Qualified applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you’d like more information on your EEO rights under the law, please click here.