Job Information
NBBJ, LP Services – Lead Technician - oJAIsfwd in Seattle, Washington
We are an award-winning design firm, fueled by ideas and a culture of collaboration. Our purpose-driven approach creates healthy places, strong communities and a resilient environment. That's where you come in. With leading clients, diverse colleagues and offices in creative capitals around the globe , a career at NBBJ will inspire you to be extraordinary and help create lasting change. You can learn more about our firm , see what it's like to work here and explore recent projects and ideas at NBBJ.com . Join us to make an impact today! NBBJ Digital seeks a Lead Technician in Seattle, WA to manage our technical services support teams and operations. The Lead Technician will ensure service level agreements (SLAs) are met, software deployments are carried out smoothly, technical support is provided, and NBBJ staff are trained in technology. The Lead Technician will also be responsible for developing a next-generation user experience within the Atlassian Suite for our globally distributed teams. Delivering a comprehensive technology training program firm wide and collaborating with our other specialty teams, including BIM, Design Computation, and others. The ideal candidate for this role is highly collaborative, has excellent communication skills, has a drive for analytics and performance metrics, and has strong project and time management experience. The Lead Technician must be able to work in a fast-paced, collaborative environment. When hired, the Lead Technician will report to the Operations Manager. NBBJ will fund ITIL certification for the successful candidate. In addition to the responsibilities of a Senior Technician (details below), the Lead Technician will:
- Act as a point of escalation between the Service's team and other Digital teams, such as Delivery, Development, Cybersecurity, Audio Visual, and Infrastructure.
- Create industry-leading SLAs among the team to drive performance and improve customer experience.
- Coordinate communications with Infrastructure, Delivery, Development, and Security Teams, including firm-wide notifications and training.
- Hold regular team meetings and invite others as needed.
- Facilitate developing and documenting best practices and procedures for the Service Desk.
- Evolve the Atlassian suite to advance the team's capabilities, including Knowledge Base, Automation, Canned Responses, and more as the suite develops.
- Identify training opportunities at the team and individual levels and provide mentoring to foster career growth for the team.
Senior Technician Responsibilities:
Provide exceptional IT support to internal and external customers, across geographic locations ensuring an overall high level of customer satisfaction on an ongoing basis
Take ownership of more complex issues and drive for resolution/completion; investigate the root cause and implement improvements to reduce future occurrences.
Manage technical escalation of issues within the team, with other Digital specialties and with external vendors
Ensure service levels for customers are met, identify opportunities for improvements and implement after review and planning
Test, configure, install, and manage and repair of all IT related equipment (Hardware and Software)
Use Atlassian suite (JIRA) to create and update incident records
Respond to all calls and requests within the agreed service level agreements (SLA), and wherever possible exceed agreed SLA's
Must be able to participate in rotating, off-hours support schedule
Provide on-site support outside of normal working hours as required
Provide user training of NBBJ approved applications and services through direct one on one engagements and office workshops
Ensure internal customers are kept up to date regarding the status of any