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Specialist - Operational Technology Support

Company: Alexandria Real Estate Equities, Inc.
Location: Boston
Posted on: January 16, 2022

Job Description:

Alexandria Real Estate Equities, Inc. (NYSE:ARE), an S&P 500-- urban office REIT, is the first, longest-tenured, and pioneering owner, operator, and developer uniquely focused on collaborative life science, agtech, and technology campuses in AAA innovation cluster locations. Founded in 1994, Alexandria pioneered this niche and has since established a significant market presence in key locations, including Greater Boston, San Francisco Bay Area, New York City, San Diego, Seattle, Maryland, and Research Triangle Park. Alexandria has a longstanding and proven track record of developing Class A properties clustered in urban life science, agtech, and technology campuses that provide its innovative tenants with highly dynamic and collaborative environments that enhance their ability to successfully recruit and retain world-class talent and inspire productivity, efficiency, creativity, and success. For more information on Alexandria, please visit .

The Company is an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, creed, sex, gender, gender identity or expression, pregnancy, childbirth, breastfeeding or related medical conditions, marital or registered domestic partner status, family-care status, veteran or military status, age, national origin or ancestry, disability, medical condition, genetic information, sexual orientation, or any category protected by applicable federal, state or local law.

Essential Duties and Responsibilities:

  • Provide support for building OT infrastructure, supports local service requests and incidents
  • Perform troubleshooting and identifying any problems relating to PC's, mobile devices, printers, network connectivity including any OT building related applications
  • Collaborate with other teams including Information Security, Infrastructure, Business Innovation Technology and Business Technology Support to ensure proper OT procedures are being adhered
  • Support and collaborate with building support engineers and vendors to meet all OT related tasks and project timelines
  • Discover and maintain building OT asset inventory including devices that are end of life
  • Provide technical assistance and necessary training to building engineering staff
  • Assist with any necessary network discovery and vulnerability assessments including system or application updates/patches to ensure adequate OT best practice and cybersecurity solutions are in place throughout all OT systems and platforms
  • Escalate any potential OT network, system, and hardware related issue as well as security vulnerabilities to senior OT management
  • Follow the OT guideline and best practice to streamline the overall support and experience for building support, security, and operation team
  • Act as a regional lead to understand, identify, and support building technology requirements for projects including, but not limited to network architecture, VoIP phones, AV offerings, BMS applications, and server architecture
  • Demonstrate ownership and manage incident resolution from end-to-end in a highly responsive manner; must be able to escalate and provide visibility, as appropriate, to Senior OT and IT Management
  • Strong customer service skills to generate customer relationships through listening and learning channels such as discovery conversations, issue management and resolution processes and regular check-ins to ensure resolution is satisfactory
  • Maintain up-to-date knowledge of all solutions deployed within the client's environment
  • Perform IT related services at multiple building locations within your region, including but not limited to carrying equipment and setting up computing equipment
  • Serve as an escalation point within the OTS Team
  • Act a mentor and provides guidance to other OTS members
  • Support and lead necessary projects as assigned

    Qualifications and Experience:
    • Bachelor's degree in Information Technology, Computer Science or Computer Engineering desired
    • 2+ years of technology experience, primarily in support roles
    • Experience in providing support to building support and operations team is a plus
    • Fundamental understanding of network architecture, AV offerings, BMS applications, and server architecture
    • Proficient in MS Office, Windows OS, Android, and iOS devices
    • Prior experience creating and maintaining user accounts and groups in Active Directory and other 3rd party applications as well as granting and auditing permissions
    • Familiar in providing necessary technical field supports to variety of building operational technologies, systems, and hardware platforms
    • Proven IT troubleshooting skills including networking, application, and system issues for end-users
    • Ability to work with different remote team members to deploy any IT equipment as well as troubleshooting any issue within your respective region
    • Ability to effectively work with project team, vendors and/or clients on multiple projects with minimal direction
    • Ability to perform, and possess the willingness to learn in a fast-paced environment with limited managerial oversight
    • Passion for teamwork and problem solving
    • Excellent written and verbal skills
    • Superb customer service skills including the ability to understand both internal and external client needs and expectations
    • Local city travel required

Keywords: Alexandria Real Estate Equities, Inc., Boston , Specialist - Operational Technology Support, IT / Software / Systems , Boston, Massachusetts

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