• Senior Desktop Support Engineer

    Job Locations US-MA-Cambridge
    Category
    IT/Technology Management
  • Overview

    Fuel your intellectual curiosity and professional growth. Forrester is an idea company, where smart, motivated, curious people bring a diversity of opinions and the courage of their convictions to collaborate on ideas that change the course of business. Most of all, bring a point of view; here, every voice has value. At Forrester, you’ll work with innovative clients at emerging and established brands; these are the business and technology leaders we inspire and who inspire us. The Forrester experience is built on a singular, powerful purpose: to challenge thinking and lead change.

     

    About This Role: 

    Reporting to the director, internal support, the Senior Desktop Support Engineer is part of the help desk team and provides second- and third-level escalation support for the Forrester desktop (operating system and applications); desktop hardware (notebooks); phones, A/V; and network connectivity for the Cambridge office and remote workers (offices, home offices, and travelers). The Senior Desktop Support Engineer manages software and hardware deployment projects, provides administrative support to on-premises as well as SaaS applications, tests new technologies, and works closely with the infrastructure and security team on cross-team projects and initiatives.

    Responsibilities

    • Provide highest-level technical phone and onsite support to a diverse user group (local as well as remote offices). Work closely with all levels of teammates to provide seamless and stellar support to Forrester employees worldwide.
    • Use the client management system (SCCM) to deploy images and software, create reports, and schedule tasks.
    • Use Salesforce to track help desk issues.
    • Test, document, and implement new technologies.
    • Manage at least one back-end system (e.g., desktop backup, SCCM, etc.).
    • Assist with system and network/security administration.
    • Supervise tickets and mentor junior staff.
    • Work closely with technical operations staff to troubleshoot reported issues that escalate to infrastructure and security.
    • Work closely with the technical operations staff to maintain systems and access to ensure compliance with security policies.
    • Participate in all new technology projects and initiatives.
    • Participate in change management tracks for technology deployment projects.
    • Spend 40% of your time on frontline support and 60% on project work.

    Qualifications

    Forrester is looking for people who are inspired and inspiring. Our product is our intellectual capital, so we welcome and reward intellectual excellence, curiosity, and sophisticated thinking and look for:

     

    • A./B.S. degree and 10-plus years’ experience supporting and troubleshooting hardware, software, and network connectivity in an enterprise environment.
    • Thorough knowledge of Windows 10, Office applications (Word, Excel, etc.), and PC hardware and networking.
    • An understanding of and ability to troubleshoot the Office 365 platform (Outlook, OneDrive, etc.).
    • Experience with administering AD and Exchange (on-premises or online); experience with AzureAD is a plus.
    • Thorough knowledge of troubleshooting mobile devices, e.g. phones, tablets.
    • Demonstrated ability in PowerShell scripting; this is a plus.
    • Troubleshooting, analytical, and problem-solving skills necessary: must have a strong desire to provide a great employee experience.
    • An understanding of and ability to troubleshoot Salesforce, Chatter, and other cloud and social platforms.
    • Exceptional written and oral communication and presentation skills.
    • Passion for technology innovation.
    • Experience with developing and delivering training; this is a plus
    • Willingness to be on call off-hours as part of a regular rotation.

     

     

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    FLSA Status:

    Exempt

     

    Forrester Research, Inc. is an Equal Opportunity/Affirmative Action Employer that is committed to equal employment opportunity for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.

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