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AVP, Global Technical Services

London, England

Description

 

Company Description

Founded in 1966, Heitman is a premier global real estate investment management firm with over $50 billion in assets under management. Heitman has three main business lines: direct real estate investment; the origination and servicing of debt secured by real estate and investments in publicly traded securities, including REITs, REOCs and other real estate companies. The Firm offers investment products and services across the risk/return spectrum, within each category.

 

Heitman is proud to be employee owned, and the firm’s real estate solutions are directed by some of the most experienced and innovative professionals in the industry. Headquartered in Chicago, with offices in Frankfurt, Hong Kong, London, Los Angeles, Luxembourg, Melbourne, New York, Seoul and Tokyo, Heitman has 350 employees who offer specialized expertise — from a specific discipline to local insight.

 

This Opportunity

 

Heitman’s London office is currently seeking an Assistant Vice President, Global Technical Services (the “AVP”). This role will provide enterprise-level assistance to our end users in the Europe and Asia-Pacific (APAC) regions, working closely with Heitman’s Level I service desk partner as a subject matter expert and be responsible for resolving escalated Level II and III issues in the aforementioned regions. The role will require onsite presence in our London office at an agreed upon schedule with our business users, with a need for travel to other regional offices as and when required. You will diagnose and troubleshoot software/hardware issues with our end users via phone, email, remotely and on-site, and resolve issues that primarily affect our endpoints. In addition to providing the next level of support, you will also be involved in building, testing, and deploying software packages and updates.  For more complex problems that require nuanced instructions, you will contact the internal customers via phone/in-person and/or provide clear, written instructions.

 

This is a high visibility/customer facing role that will require the ability to remain even-tempered in high-stress situations and build trust with our business users, technology team members and vendor partners. You will be relied upon to provide timely and accurate solutions and guidance to resolve technical problems.

 

The responsibilities of an AVP, Global Technical Services include, but are not limited to:

  • Ownership of customer issues reported and seeing problems through to resolution. 
  • Research, diagnosis, troubleshooting, and identification of solutions to resolve system and/or software issues. 
  • Ensure that all issues are properly logged and follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams (e.g., Infrastructure / Architecture and Development / Facilities / Business Applications).
  • Ask customer targeted questions to quickly understand the root of the problem. 
  • Track computer system issues through resolution, within agreed time limits. 
  • Be aware of recurring items in order to be proactive about preventing potential systemic issues. 
  • Follow up with customers to ensure their IT systems are fully functional after troubleshooting. 
  • Document technical knowledge in the form of notes and manuals to be sent out to customers or placed in a knowledge base.
  • Provide backup support for Heitman’s AV specialist. 
  • Invoice payment processing and Vendor management for Europe and APAC regions.
  • Oversee telephony implementations (landline and mobile)
  • Responsible for on-site technical operations at the London office:
    • Audio visual equipment
    • Infrastructure equipment 
  • Remote technical operations (Frankfurt, Luxembourg, Hong Kong, Tokyo, Seoul and Melbourne):
    • Audio visual equipment
    • Infrastructure equipment 
  • Manage Heitman-provided mobile phones (Frankfurt and Luxembourg). 
  • Manage technical consultants (Frankfurt, Luxembourg, Hong Kong, Tokyo and Melbourne). 
  • Manage the onboarding and offboarding of personnel in the Europe and Asia-Pacific regions:
    • Equipment configuration
    • Account configuration
    • Orientating and guiding onboarded employees
    • Basic training
  • Host weekly meetings with the office managers and identify systemic issues proactively.
  • Project Management (London, Frankfurt, Luxembourg, Hong Kong, Tokyo, Seoul, Melbourne and Chicago) to support:
    • Office moves 
    • Equipment implementation
    • Software implementation 

 

We are seeking individuals who meet the following criteria:

  • Minimum 5 years working with Active Directory for managing devices, users, and security.
  • Proven work experience as a Level II/Level III Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
  • Extensive hands-on experience with Windows 10, Microsoft 365 Apps, and other standard business applications.
  • Strong understanding of workstations (desktop/laptop), mobile devices and other tech products.
  • Sufficient level of experience in working with Microsoft Intune and Company Portal, in both mobile and cloud environments.
  • Experience with Microsoft SCCM for managing software deployments, imaging laptops, driver updates.
  • Ability to diagnose and troubleshoot all levels of technical issues.
  • Familiarity with remote desktop applications and help desk software.
  • Excellent problem-solving and communication skills.
  • Friendly demeanor / desire to work with end users.
  • Ability to remain even-tempered in high stress situations.
  • Must be team focused, and capable of working with multiple teams and third-party vendors.
  • Ability to provide step-by-step technical help, both written and verbal. 
  • Basic familiarity with network switches, firewalls, UPS devices, Wireless Access Points (WAPs), servers (e.g. racking / stacking, connecting cables to management ports on network equipment, general patching of equipment to patch panels and switch ports, etc.).
  • Knowledge and understanding of AV equipment troubleshooting.
  • Additional certification in Microsoft, Cisco or similar technologies is a plus. 

 

The Heitman Difference Culture
 

Our culture recognizes the importance of our biggest differentiator — our people. Heitman’s collaborative work environment gives our professionals the opportunity to build something together. Something too appealing to ignore and too rewarding to leave.
 

Our culture is driven by our core values: Respect, Commitment, Innovation, and Integrity. We strive to maintain an inclusive and collaborative environment where all ideas are welcome. Among many other Heitman sponsored programs, we encourage our employees to get out into the community and volunteer with their favorite organizations – you’ll even get paid time off to do just that!

 

Additional Information

 

Interested professionals should apply via our website at www.heitman.com. Please make sure to select “careers” under the About tab to submit your cover letter and resume. If you are a Heitman employee, please make sure to apply using your Heitman email address.

 

Equal Employment Opportunity: Heitman is an equal employment opportunity employer and complies with all applicable laws prohibiting discrimination based on race, color, creed, religion, sex, age, national origin or ancestry, physical, medical or mental disability or condition (including, without limitation, HIV and AIDS), developmental disability, handicap, denial of family and medical care leave, denial of pregnancy leave, domestic partner status, status as a victim of sexual or domestic violence (or familial relationship to such victim), veteran status, marital status, sexual orientation, arrest records, citizenship status, criminal history that has been expunged, unfavorable discharge from the military, or any other basis protected by federal, state or local laws.