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IT Support Analyst

Job Profile

Mott MacDonald is a $2bn engineering, management and development consultancy. We’re one of the largest and most diverse firms of our kind in the world with over 16,000 staff working out of 180 principal offices, delivering projects in 150 countries.

Our global business is multisector, spanning buildings, communications, defense, education, environment, health, international development, industry, mining, oil and gas, power, transport, urban development, water and wastewater.

Equal employment opportunity is the law. English version, Spanish version, Chinese version.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, creed, marital status, sexual orientation, citizenship status or disability status.

Job Description

Our Fuquay-Varina, NC office is seeking an IT support analyst to join our team.
  • Must meet all requirements and certifications of a desktop support analyst. Monitor and update the internal service delivery system for assigned tickets and assigned locations and/or projects. Break/Fix troubleshooting and repair of desktop computers, network printers/scanners and other equipment. Install, upgrade and configure workstations to fulfill requests for hardware and software for new and existing users. Must be able to deploy image and software to computers locally and remotely.
  • Provide leading role to service desk, asset management and project delivery teams about technical software, backed by a strong understanding of standard software used in engineering design and how they inter-relate/interact with other programs and peripherals’
  • Lead in technical support for engineering software – covering Incident, Problem, Change and Request Fulfilment management processes;
  • Work with managed services providers, vendors and SMEs to find solutions to technical issues;
  • Familiarity with helpdesk software and a good knowledge of remote user support. Successful candidate will be able to resolve problems quickly and effectively by working with end-users via remote control programs, phone and email.
  • Working knowledge of networking concepts, including Internet functionality, TCP/IP, DHCP, DNS and VPN.
  • Some understanding of telecommunications, wiring, hub/switch/routers, server environments and storage. Required to support phone systems in various offices.
  • Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by support lead.
  • Manage time efficiently to ensure SLAs are met. Able to provide emergency non-business hours support to users and offices. All desktop support technicians will take bi-monthly weekend support shift in a rotation.
  • Promote and adhere to departmental and organizational information security policies, standards and procedures.
  • Operate with limited supervision. Excellent team player who is able to quickly escalate, provide assistance to team members and communicate with technicians in other offices.
  • Strong verbal and written communication skills.
  • Complete required training, including Dell hardware certifications, ITIL Foundation and other internal courses.
  • Perform other related duties incidental to the work described.

Candidate Specification

  • Bachelor’s Degree with 5-10+ years in desktop/technical/software support experience or Experience delivering technical support in an engineering or architectural design environment;
  • Advanced understanding of Engineering principles and industry best practices;
  • Proven experience in supporting Dell laptop/desktop and Microsoft Shop is required.
  • Knowledge of engineering software such as Autodesk, ESRI and Bentley products, is a clear advantage, but not required. Ability to install and configure equipment up to 50 lbs independently.
  • Excellent verbal/written communications, analytical and reasoning skills;
  • Personal car and good drivers license required.
  • Strong customer service skills.
  • Proven ability to work under stress and meet deadlines. Proven attention to detail and organizational skills.
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