Job Description

WHAT YOU'LL DO

Our mission is to continuously improve our IT systems and services, support the business and strive to create and innovate with technology.

As an IT Senior Specialist you work closely with a team of IT professionals with the primary responsibility to execute local IT projects, provide solutions to issues, and help manage local stakeholders to ensure the team is delivering a high level of customer care to colleagues and visiting BCG clients. This includes, but is not limited to user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance and all other technology needs of the office.

You report directly to the Local IT Manager and are able to perform successfully in a fast-paced, high-performing, service-orientated environment. You apply and interpret rules and guidelines flexibly to enrich the business and in keeping with BCG's values and culture.

Key responsibilities:

• Providing a high level of customer service through on-site technology support in both home and office environments, over a variety of platforms (e.g. PC, Mac, iOS, Android, etc.) for all assigned BCG teams in a fast-paced environment
• Supporting the BCG User communit by providing tailored solutions for their technology while on-site in BCG offices at client locations and at special events e.g. exectuive speeches, press conferences, offsite meetings etc.
• Preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements and documenting critical and routine technical procedures as well as end user literature
• Coordinate the repair and maintenance of office printers and computing equipment with outside vendors
• Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources (Zoom and WebEx in particular)
• Plan and work on projects in an operational capacity for both global and local initiatives such as evaluating existing systems and recommending technology for upgrade and replacement, and evaluating new technologies for potential applicability within BCG
• Compile various reports including but not limited to IT dashboard, inventory tracking and management, service assessments, mobile usage, hardware planning plus others
• Troubleshoot and log any technical issues received via phone call or ticket in the IT Service Management tool Service Now and analyzing call data to proactively identify improvement opportunities
• Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management

WHO WE ARE

BCG pioneered strategy consulting more than 50 years ago, and we continue to innovate and redefine the industry. We offer multiple career paths for the world's best talent to have a real impact on business and society. As part of our team, you will benefit from the breadth and diversity of what we are doing today and where we are headed next. We count on your authenticity, exceptional work, and strong integrity. In return we are committed to supporting you in discovering the most fulfilling career journey possible-and unlocking your potential to advance the world. Our team called Global Services (GS) provides corporate support to business areas such as Finance, Legal, HR, Marketing and IT. This diverse team of experts, operators and specialists represent all levels from Partner to entry level staff, operating across the globe in multiple countries. Global Services is in short, the backbone of BCG.

YOUR EMPLOYEE TYPE IS

Regular

YOU BRING (EXPERIENCE & QUALIFICATIONS)

Essential

A post-secondary education in Technology or equivalent experience with a minimum of 5 - 7 years experience in a similar role

Broad experience in the following areas: PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration

Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area

Experience in effectively communicating and presenting technical concepts to management, peer group and staff

Windows 10, Windows server, Mac OS, Microsoft Office and Cloud file share support experience

WebEx/Zoom meeting setup and basic troubleshooting experience

ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process

LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar

SCCM or imaging software experience

Exposure to cloud technology

VoIP experience

Experience in working with teams

Desirable

• Strong analytical and planning skills demonstrating working knowledge of tools such as Tableau, Alteryx and MS Project
• Project management experience
• Leadership experience

ADDITIONAL INFORMATION

WORKING ENVIRONMENT

Shared office space

Some lifting/moving equipment is required

Occasional weekend work or out of hours work

Candidates should be aware that BCG currently maintains a policy requiring all US & Canada based employees to be fully vaccinated against COVID-19. Newly hired employees must be fully vaccinated prior to their employment start date. BCG is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated for medical or religious reasons where it is not an undue hardship to the company to do so as provided under applicable federal, state, provincial and local law.

EQUAL OPPORTUNITY

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

JOB FAMILY

IT

YOU'RE GOOD AT

Key strengths and attributes needed to succeed in the role:

Focus on excellent customer service and the needs of the BCG user community through excellent communication (written and verbal), time-management and collaboration skills

Self-starting attitude and resourcefulness to identify, analyse and solve problems that may arise

Professionalism to be able to respect all BCG information as personal and confidential

Ability to work independently as well as in a team environment displaying consideration and respect for others

Appetite for continuous learning to further IT knowledge and career development

Meticulous attention to detail and ability to meet deadlines while displaying tact and patience in stressful situations

Ability to follow established procedures/standards

Excellent oral and written English, clear communication and ability to communicate with technical and non-technical stakeholders

YOU'LL WORK WITH

BCG's information technology group collaboratively delivers the latest digital technologies that enable our consultants to lead and our business to grow. For our IT jobs, we seek individuals with expertise in the areas of IT infrastructure, application development, business systems, collaborative and social technologies, information security, and project leadership.