Amherst is revolutionizing the way U.S. real estate is priced, managed and financed in order to unlock opportunities for all market participants. Driven by data, analytics, and technology, Amherst has a 20-year history of anticipating where the next risks and opportunities are likely to emerge and designing actionable strategies for investors to capitalize on opportunities across residential real estate, commercial real estate and public securities. Amherst, along with its affiliates and subsidiaries, has more than 900 employees, $5 billion under management and approximately $15 billion under advisement and oversight. www.amherst.com.
As our Senior Technician, you will interact with Amherst employees over the phone, in person, or via video conferencing to resolve reported issues. This position is responsible for providing end-user, software, hardware, and network support by supporting the Desktop Support and Service Desk Teams. They rely on experience and judgment and pre-established procedures and instructions to identify, research, and resolve technical problems presented through Service Desk tickets. Documents, tracks, and monitors the issue to ensure a timely resolution and concise information when escalating problems are required. This position qualifies for 100% remote.
Troubleshoot, triage, and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
Resolve network connectivity issues.
Collaborate with development staff to recreate problems in the test environment.
Interface with infrastructure, database, and development personnel.
Communicate plan, progress, and issues promptly.
Actively contribute to ongoing process improvement.
Performs other duties of special projects as assigned.
Ability to complete multiple simultaneous projects on time.
Perform daily system monitoring, verifying the integrity of crucial processes, and reviewing system functionality.
Advisor for Desktop and Service Desk Technicians on technical issues.
Other Key Responsibilities:
Position deals with a variety of problems and sometimes has to decide which answer is best. The question/issues are typically apparent and require determining which answer (from a few choices) is the best.
Functions as a lead worker doing the work similar to those in the work unit; responsible for helping create training and SOP, giving instruction, setting the work pace, and possibly evaluating performance through documented procedures.
Interpret and/or discuss information with others, which involves terminology or concepts not familiar to many people; regularly provide advice and recommend actions involving rather complex issues. May resolve problems within established practices. Provides occasional guidance, which is technical.
Responsibilities sometimes require working evenings, weekends, and on-call with little advanced notice.
Bachelor's degree preferred. Instead of a degree, at least eight years in a professional IT-related and/or business-related role
5+ years customer support/Help Desk experience
Strong communication (written and verbal), interpersonal, and analytical skills.
Ability and desire to provide excellent customer service to internal and external customers.
Working knowledge of MS operating systems and applications.
Working knowledge of IOS and Android.
Ability to work independently and in a dynamic environment.
Required: A+ and N+ Certifications ITIL Foundations
Desired: S+, ITIL, HDI, Microsoft Certifications, Cisco Certifications
Our full-time employee benefits include:
- A competitive compensation package, annual bonus, 401k match
- Flexible PTO including 7 paid holidays, 1 floating holiday, and 1 volunteer day
- Employer-paid benefits (medical, dental, vision, health savings account)
- Professional career development and reimbursement
- Up to 16 weeks paid maternity leave; up to 4 weeks of paid parental leave
- Backup childcare offered through Bright Horizons
- Relaxed casual environment with virtual office events
Amherst is proud to be an Equal Opportunity Employer and committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, physical or mental disability, genetic information or veteran status, and encourage all applicants to apply.