IT Technical Support Specialist II (3rd line)

TL;DR

IT Technical Support Specialist II (3rd line): Deliver third-level IT infrastructure and AV support for the Americas region and Philadelphia Experience Center with an accent on conference rooms, endpoints, and collaboration spaces. Focus on troubleshooting complex hardware issues, performing preventative maintenance, and ensuring seamless meeting experiences.

Location: Philadelphia, PA, US (office-based: 4 days/week in Exton, transitioning to 5 days/week in Philadelphia office by June 2026)

Company

World-leading software company providing solutions for architecture, engineering, and construction infrastructure.

What you will do

• Provide white-glove 3rd line technical support to internal colleagues and visiting customers.
• Perform daily/weekly preventative maintenance on Experience Center, conference rooms, and collaboration spaces equipment including lighting, audio, cameras, and displays.
• Support endpoint workstations, conference room hardware, screens, cameras, sound systems, and related software.
• Manage incidents and service requests via ticketing system, meeting SLAs and documenting resolutions.
• Handle complex hardware/software installations, troubleshooting, patching, and network issues.
• Collaborate with business units and vendors on service improvements and projects.

Requirements

• 5+ years in IT service and support up to 3rd line.
• Experience with conference room technology, Crestron, audio equipment, cameras, and complex endpoint hardware troubleshooting.
• Familiarity with Teams Meeting Room technology.
• Proficiency in Office 365 applications.
• In-depth knowledge of Windows 11, iOS, and macOS.
• Understanding of ITIL and ITSM principles; ServiceNow experience a plus.
• Exceptional communication, organizational, and planning skills.

Culture & Benefits

• Modern Philadelphia office with game room, fitness center, and vibrant collaborative atmosphere.
• Attractive salary and benefits package.
• Commitment to inclusion, belonging, and colleague wellbeing via global initiatives.
• Opportunity to contribute to sustainable infrastructure solutions.