Systems Engineer, Workplace Engineering

Responsibilities
Essential Duties (Primary Responsibilities) Include The Following.

• Address the growing demand for support via various channels (voice, case management, e-mail, etc.) in a 24/7 model.
• Work as part of a cross-regional team to support the 24x7x365 requirements of Berkadias user community.
• Drive to improve customer experience and increase customer satisfaction by reducing resolution time and increasing the quality of responses.
• Oversee and coordinate customer experience sessions, acting on issues raised and finding creative solutions to solving daily challenges in the workplace using technology.
• Establish metrics and data analysis to measure customer satisfaction, communicate the status of the service desk, and identify areas of improvement.
• Analyze ticket data to determine areas to streamline processes through automation and process optimization.
• Partner with other innovation teams to support technology transformation efforts and enhance capabilities to support new and existing technologies.
• Maintain support and operations standards by adhering to standard operating procedures and an escalation process to quickly address and resolve end-user requests.
  
• Continually assess end-user technology platforms and toolsets for capabilities, effectiveness, and costs.
• Partner with Infrastructure Program Management to maintain roadmaps for workplace technologies, ensuring alignment with business needs and evolving technology enhancements.
• Responsible for office technology, including but not limited to local user support, conference room, and printer support.
• In-depth experience with maintaining and implementing workplace technologies, including installation, configuration, and maintaining hardware, software, and operating systems of physical and virtual endpoints in support of business requirements.
• Define and implement a strategy to manage end-user assets including mobile devices, desktop/laptops, virtual desktops, monitors, peripherals, headsets, and corporate multi-function devices/printers.
• Develop and ensure deployment documentation such as design and environment specifications, user and technical manuals, and process documentation.
• Identify deficiencies in both technical issues and business processes, elevate risk to team lead and/or reporting management, and propose innovative solutions.
• Maintain endpoint images and profiles to meet company requirements and standards.
• Work with internal customers to determine their equipment and software needs.
• Research and determine hardware requirements for desktops and laptops as enterprise standards.

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• Perform system software and hardware upgrades and changes, including planning, scheduling, testing, and coordination.
• Secure Berkadias operating environments, ensuring compliance with all applicable policies and controls as defined in partnership with the CISO.
• Challenge the status quo in our ongoing endeavor for technical excellence.
• Other duties as assigned.
  

About Berkadia:
Berkadia, a joint venture of Berkshire Hathaway and Jefferies Financial Group, is an industry leading commercial real estate company providing comprehensive capital solutions and investment sales advisory and research services for multifamily and commercial properties. Berkadia is amongst the largest, highest rated and most respected primary, master and special servicers in the industry.
Berkadia is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability or any other status protected under the law.
Our people are our greatest strength and make Berkadia a great place to work, creating an environment of trust, mutual respect, innovation and collaboration. Our culture is driven by our core values: https://www.berkadia.com/about/vision-and-values.
To know more about Berkadia, please visit our website https://www.berkadia.com/aboutus/