IT Service Senior Specialist

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

Our mission is to continuously improve our IT systems and services, support the business and strive to create and innovate with technology.

As an IT Senior Specialist you work closely with a team of IT professionals with the primary responsibility to execute local IT projects, provide solutions to issues, and help manage local stakeholders to ensure the team is delivering a high level of customer care to colleagues and visiting BCG clients. This includes, but is not limited to user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance and all other technology needs of the office.

You report directly to the Local IT Manager and are able to perform successfully in a fast-paced, high-performing, service-orientated environment. You apply and interpret rules and guidelines flexibly to enrich the business and in keeping with BCG's values and culture.

Key responsibilities:

• Providing a high level of customer service through on-site technology support in both home and office environments, over a variety of platforms (e.g. PC, Mac, iOS, Android, etc.) for all assigned BCG teams in a fast-paced environment
• Supporting the BCG user community by providing tailored solutions for their technology while on-site in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.
• Preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements and documenting critical and routine technical procedures as well as end user literature
• Coordinate the repair and maintenance of office printers and computing equipment with outside vendors
• Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources (Zoom and WebEx in particular)
• Plan and work on projects in an operational capacity for both global and local initiatives such as evaluating existing systems and recommending technology for upgrade and replacement, and evaluating new technologies for potential applicability within BCG
• Compile various reports including but not limited to IT dashboard, inventory tracking and management, service assessments, mobile usage, hardware planning plus others
• Troubleshoot and log any technical issues received via phone call or ticket in the IT Service Management tool Service Now and analyzing call data to proactively identify improvement opportunities
• Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management

YOU'RE GOOD AT

Key strengths and attributes needed to succeed in the role;

• Focus on excellent customer service and the needs of the BCG user community through excellent communication (written and verbal), time-management and collaboration skills
• Self-starting attitude and resourcefulness to identify, analyse and solve problems that may arise
• Professionalism to be able to respect all BCG information as personal and confidential
• Ability to work independently as well as in a team environment displaying consideration and respect for others
• Appetite for continuous learning to further IT knowledge and career development
• Meticulous attention to detail and ability to meet deadlines while displaying tact and patience in stressful situations
• Ability to follow established procedures/standards
• Excellent oral and written English, clear communication and ability to communicate with technical and non-technical stakeholders

What You'll Bring

• Broad experience in the following areas: PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration
• Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area
• Experience in effectively communicating and presenting technical concepts to management, peer group and staff
• Windows 10, Windows server, Mac OS, Microsoft Office and Cloud file share support experience
• WebEx/Zoom meeting setup and basic troubleshooting experience
• ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process
• LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar
• SCCM or imaging software experience
• Exposure to cloud technology
• VoIP experience
• Experience in working with teams

Who 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.

Additional info

WORKING ENVIRONMENT

• Shared office space
• Some lifting/moving equipment is required
• Operating within shift pattern covering from at least 8 - 6.30
• Occasional weekend work or out of hours work

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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