Gartner Looking for Technical Support Specialist – (L2 Support + End User Support) at Gurgaon, Haryana, India Full Time

Join a world-class team of skilled IT Operation Support Professionals that who build the first line of attack for our associates for any of their IT related Support requests or issues and at the same time act as the first line of defense for tier 3 Technical Teams to give them cover for consequences resulted from new upgrades and technology push in the IT environment. We make a broad organizational impact by delivering cutting-edge technology solutions that power our Associates to achieve our common goal with great efficiency and success. Gartner IT values its culture of nonstop innovation, an outcome-driven approach to success, and the notion that great ideas can come from anyone on the team.

About the role:

Gartner is looking for a well-rounded and motivated Senior Technical Support Specialist provides second level support to identify and solve technical issues escalated by the Help Desk to meet Gartner standards and SLA’s for all Gartner Associates globally, as well as support for complex technical issues. Provides technical expertise on projects, site visits and Gartner Events support as well as mentoring and providing an escalation point to Technical Support Specialists.

What you will do:

• Escalated (level 2) technical support: Provides advanced technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Gartner Associates and infrastructure operational 24×7.
• Remote office visits (when required): Provides onsite support in remote office locations including resolving technical issues and building rapport with associates.
• Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.
• Events & Symposiums: To ensure Gartner delivers world class events to our clients, liaise with ITIO Event Manager and Events staff and/or lead WWTS members at Symposium as the escalation point for all WWTS related issues onsite to provide technology services and support to associates and clients.
• Provides executive/OC support.
• Projects: Work on additional project work when required and can act as project lead on certain projects.
• Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvements. Act as an escalation point to Technical Support Specialists locally/regionally/globally.
• Provide mentoring & recognizes areas for improvement and develops plans for implementation. Also, make recommendations to upper management regarding projects, policies, and continuous improvement efforts.
• Subject Matter Expert support: Build knowledge in specialized subjects to provide guidance and become an escalation point for the Senior Technical Support Specialists.
• Works closely with tier 3 teams as SME and go-to for pilots & projects.
• Instills and drives customer satisfaction including continuous improvements.

What you will need:

Strong IT professional with 2+ years of experience in Customer Support and IT operation Support working in a 24X7 Environment in a rotational shift with a no-limit mindset. The candidate should have strong qualitative and quantitative problem-solving skills along with high ownership, responsibility, and accountability.

Must have:

• Experience with Service Management Ticketing Tools like ServiceNow.
• Experience with standard Microsoft products and platforms.
• Experience with macOS and iOS to support Apple products.
• Experience with of networking concepts; servers; LANs/WANs.
• Strong understanding of Windows Operating Systems, network concepts and troubleshooting, VPN technologies.
• Possesses the expert knowledge to identify opportunities for change and the ability to convey the need for change.

Who you are:

• Excellent communication and prioritization skills.
• Able to work independently or within a team proactively in a fast-paced demanding 24X7 environment.
• Owns success – Takes responsibility for the successful delivery of the solutions.

Don’t meet every single requirement? We encourage you to apply anyway. You might just be the right candidate for this, or other roles.

Who are we?

At Gartner, Inc. (NYSE: IT), we deliver actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. We’ve grown exponentially since our founding in 1979 and we’re proud to have over 19,500 associates globally that support over 15,000 client enterprises in more than 100 countries.

What makes Gartner a great place to work?

Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization. That’s why we’re recognized worldwide as a great place to work year after year. We’ve been recognized by Fortune as one of the World’s Most Admired Companies, named a Best Place to Work for LGBTQ Equality by the Human Rights Campaign Corporate Equality Index and a Best Place to Work for Disability Inclusion by the Disability Equality Index. Looking for a place to turn your big ideas into reality? Join

What we offer:

Our people are our most valuable asset, so we invest in them from Day 1. When you join our team, you’ll have access to a vast array of benefits to help you live your life well. These resources are designed to support your physical, financial and emotional well-being. We encourage continued personal and professional growth through ongoing learning and development opportunities. Our employee resource groups, charity match and volunteer programs keep you connected to your internal Gartner community and causes that matter to you.

The policy of Gartner is to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.

Gartner is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company’s career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at +1 (203) 964-0096 or by sending an email to [email protected].

Job Requisition ID:82648

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