Excellence Leaves a Lasting Impression.
Bring Your Vision to shape a better world.
At Arup, our innovative spirit compels us to express our ingenuity in unique ways —developing many of the world’s most innovative and sustainable buildings, transport and civil engineering projects. Arup is a global engineering and consulting firm of 12,000 creative minds. Our integrated approach to engineering and design brings together the best professionals to meet our clients’ needs. Excellence Leaves a Lasting Impression
We are currently seeking an IT Support Analyst to work as part of our Regional IT Team. This position provides second level support for Arup staff in the Americas Region from our San Francisco location with some travel opportunities.
In this position, you will provide professional and skilled technical services and support to internal clients at Arup. Within Level 2 Support, in addition to your day to day operational responsibilities in IT Services, you will be responsible for key pieces of technology that enable IT to deliver richer services to the end-user community. You should have expert experience in one or more of the following technologies:
•Software Packaging and automation
•Machine Profiling and Imaging
•Hardware Lifecycle Management
•Software Asset Management
•Video Conferencing Management
•ITIL Service Management
•Technical Writing and Systems Documentation
•System Management and Monitoring
•Cloud computing and VDI
•Computer Security, malware, virus detection
Requirements:
•7+ years of Helpdesk, Desktop, and Specialists level technical support experience
•Experience with support ticket management and tracking systems
•Familiar with standard Client Server Architecture, LAN, WAN, IPT, Wireless, NAS, SAN
•Familiarity with mobile devices and mobile device management platforms
•Drive process improvement projects, create and maintain knowledgebase documentation
•Prior work experience in IT budgeting, resource planning, and project management
•Prior experience leading and managing teams and delivering impactful projects
•Previous work experience in ITIL based firms or certification in ITSM
•Have excellent customer service, written and verbal communication skills
•Be a self-starter who takes initiative to work and develop holistic solutions.
•Have a track record for continuous learning and taking on greater levels of responsibility and accountability
•A college degree in a relevant Information Technology field and prior experience working in professional organizations
•Have technical certifications in leading technologies with equivalent experience
Role Responsibilities:
•Level 2 Desktop Support responsibilities for the San Francisco; remote support for Seattle, and Chicago locations.
•Create/modify/delete objects in Microsoft Active Directory/Exchange/Lync
•Create/modify/delete objects in Cisco Call Manager and Unity
•Deploy/maintain/troubleshoot computer hardware and software issues
•Support mobile devices, VOIP phones, and AV conference room equipment
•Track work through Service-Now ticketing system, following up on open issues
•Maintain SLA for break/fix and work with other support teams for escalation
•Assist in creation and maintenance of documentation for team and client use
•Lead projects and take on special assignments as needed
Share your passion and experience in a global culture that believes your potential to achieve is endless. This is your opportunity to shine.
Arup is proud to be an equal opportunity employer.
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IT Support Analyst
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