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Lead Technical Support Analyst, USA

Salary
$75,000-$99,999
Employment
Full Time
Real Estate Field
Location
Cleveland
 OH
Postal Code
44114
Country
United States

This job is no longer active.

Description


The opportunity

We currently have a full-time opportunity for a Lead Technical Support Analyst to join QIC’s Global Real Estate team in our Cleveland Office (USA). In this role, the primary objectives of the Real Estate Technology Lead is to ensure delivery and support of key technology services to U.S. based Centre Management teams, retail tenants, and centre customers. Ensure service continuity by maintaining key stakeholder and service provider relationships.

 

Deliverables and expectations for the Real Estate Technology Lead are to oversee centre-based supporting technology environments and provide Level 2 support for all critical operating technology platforms and equipment.

 

The key accountabilities are not limited to but include:

  • Provide technical network support functions to Centre Management teams including but not limited to: Wi-Fi, Public Guest Wi-Fi (Meraki) systems, digital screens, building management systems, Energy Management Systems, Security/CCTV systems, parking solutions and wayfinding supporting technologies, etc.
  • Provide first level escalation for centre staff for all telecom-related issues and serve as the main point of contact for carrier related issues and ticketing.
  • Responsible for the life-cycle maintenance, software licence management, and virus protection management of all Centre-based IT equipment.
  • Responsible for the configuration and deployment of PCs related to property technologies with management oversight.
  • Work closely with the Real Estate Technology Operations Manager to ensure security compliance in accordance with QIC | GRE protocols, standards, policies and procedures, including any remedial work resulting from penetration testing exercises to ensure IT infrastructure and solutions are safe from external vulnerabilities.
  • Provide escalated on-site and remote support of hardware, software, and network connectivity issues to outsourced vendors.
  • When applicable, act as the primary point of communication between QIC IT Support team and Centre operations, or business functional teams with QIC|GRE.
  • Provide advice to the Real Estate Technology Operations Manager in relation to design, installation, maintenance and support LAN, WAN, and VoIP infrastructure at all sites and provide basic technical support for voice and data network systems.
  • Provide technical advice and problem analysis to facilitate and prepare vendor and internal stakeholder reporting.
  • Assist the Real Estate Technology Operations Manager in the preparation and maintenance of governance documents in relation to property networks: e.g. network diagrams, status reports, issue register, hardware and software standards, etc.
  • Participate in project delivery, including aspects of a complex technical nature and the delivery of any new technology under strategic and managerial direction.
  • Deliver cross-functional technical services by working together with peers, sharing skills and knowledge, and promoting a professional department image and the value of the Property Technology unit.
  • Understand customer business/issues and service desk priorities and objectives.  Take an active role in accomplishing these objectives.
  • Test and evaluate software and systems to eliminate problems and submit recommendations for improvements.
  • Analyse information collected from the monitoring system, network security risks, and current posture as well as network stability and usage.
  • Conduct technical research and analysis to provide advice to enable the resolution of problems; improve performance and productivity by maintaining current technical skills and environmental knowledge.
  • Meet Service Desk key performance indicators (KPI) as set, conduct data analysis of problems, services and performance and develop opportunities for ongoing improvements.
  • Contribute to Property Technology initiatives as directed by management and help develop, improve and deliver Property Technology strategies and roadmaps.
  • Ensure continued self-development by:
    • remaining informed and up-to-date with industry trends and technology
    • recommend, attend, and complete training relevant to your position and career development.
    • Retain and keep current all technology certifications

 

The Ideal Candidate

As a strong candidate in this role, you will continuously seek ways to improve processes, drive efficiencies in services provided to prospects and clients by collaborating across teams to innovate, establish and maintain processes, systems, data and collateral for best practice support.

As a strong candidate for this role, you will have a minimum 5+ years’ experience in a Technical Support role, supporting a variety of systems and working with third-party solution partners and 2+ years as a network support or related engineer experience in a similar fast-paced environment. You will also have the following:

  • High organisational, time management and prioritisation skills
  • Exemplary attention to detail with strong analytical skills
  • Ability to be an integral member of the team with proven ability to foster strong internal and external relationships to manage expectations
  • Strong verbal and communication skills
  • Demonstrated experience managing budgets and extensive domestic and international travel coordination
  • Ability to understand and apply discretion and confidentiality as required
  • Advanced Microsoft suite (Excel, Word, PowerPoint)
  • Demonstrated initiative, drive, professionalism and the ability to “think, question and challenge”
  • Experience in key client management technologies including Client Relationship Management systems and reporting tools is preferred

Why QIC

QIC is a global diversified alternative investment firm offering infrastructure, real estate, private equity, liquid strategies and multi-asset investments. It is one of the largest institutional investment managers in Australia, with US$65 billion (as at March 31, 2018) in funds under management. QIC has over 1000 employees and serves more than 115 clients including governments, pension plans, sovereign wealth funds and insurers, spanning Australia, Europe, Asia, Middle East and the US. Headquartered in Brisbane, Australia, QIC also has offices in Sydney, Melbourne, New York, Los Angeles, Cleveland, Fort Lauderdale, San Francisco, London and Copenhagen.

At QIC our pursuit is to be an inclusive organisation – one in which every employee has a true voice. We want every employee to have a sense of belonging within QIC and this includes feeling like his or her difference is valued, whatever the difference. We want to build people leader capability to reduce unintended bias and ensure we are leveraging the uniqueness of all our people. 


To apply

To apply, please submit a cover letter and resume via our careers portal by June 3, 2018.


Applications from Recruitment Agencies will not be considered. 


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Job Functions


 

Job Sector


 

Experience


2+ to 5 years


This job is no longer active.

Technology / Market Research Office Cleveland Full Time OH Operations, Technology Lead Technical Support Analyst, USA other