OT Tech Specialist

CBRE Group, Inc.; New York (NY); On-site; USD 55,000 - 85,000; Full time

Job summary

CBRE Group, Inc. in New York seeks an OT Field Technician to deliver on-site operational technology support across CBRE-managed facilities. You will be the primary contact for field-level incident resolution, system maintenance and client-facing technical guidance.

This role blends hands-on technical work with a service-first mindset to keep critical OT environments running reliably. Travel to client sites is required to provide in-person field coverage and to coordinate with vendors as needed.

Qualifications

• Experience providing Level 1–2 OT support across client sites.
• Familiar with Windows, macOS, iOS and common office software; basic networking and ITIL concepts.
• Willingness to travel regularly to client locations.
• Ability to communicate technical information in plain language.

Responsibilities

• Provide on-site OT support and incident resolution.
• Install, configure and maintain OT workstations, printers and devices.
• Perform basic networking tasks and asset management.
• Engage with clients and document guidance and solutions.
• Maintain knowledge base and contribute to process improvements.

Skills

Client focus

Communication

Urgency assessment

Reliability

Mobility

Physical requirements

Tools

Windows 10

macOS

iOS

VPN

IP networking basics

Service management tools

Job description

About the Role:

The CBRE OT Field Technician delivers on-site operational technology (OT) support across CBRE-managed facilities, serving as the primary point of contact for field-level incident resolution, system maintenance and client-facing technical guidance. This role combines hands‑on technical expertise with a service-first mindset to keep critical OT environments running reliably.

What You'll Do:

On-Site Technical Support

• Deliver Level 1 and Level 2 technical support for OT systems and endpoints at client sites.
• Install, configure, troubleshoot, upgrade and maintain OT-related workstations, printers, wireless devices, handheld devices and peripherals following established standards.
• Perform basic networking tasks including cable tracing, IP configuration and connectivity verification.
• Support workstation and server deployment, including basic OT system configurations.
• Travel to multiple client locations to provide in‑person field coverage as directed.

Incident and Service Request Management

• Own incident resolution from intake to closure, tracking all work in the service management system.
• Meet or exceed CBRE service level agreements (SLAs) on all incidents and service requests.
• Escalate unresolved issues promptly to the appropriate team or third‑party vendor.
• Maintain accurate asset records, contributing to timely and reliable inventory data.
• Provide after-hours support for critical incidents, outages and scheduled projects when required.

Client Engagement

• Build trusted relationships with clients by demonstrating empathy, active listening and a clear understanding of their concerns before proposing solutions.
• Communicate technical solutions in plain language tailored to each client’s skill level.
• Advocate for the IT service provider model by explaining its value and reinforcing a collaborative partnership.
• Contribute to client satisfaction metrics by treating every interaction as an opportunity to build confidence.

Process Improvement and Documentation

• Identify gaps in established procedures and recommend improvements to the regional manager.
• Develop and maintain knowledge base articles covering both customer‑facing guides and internal technical reference.
• Apply creative problem-solving alongside standard operating procedures to resolve non‑routine issues.
• Communicate openly with management and team members to share insights and flag emerging issues.

Technical Skills

• Candidates should bring familiarity with the following technologies and hardware:
• Operating systems and software: Windows 10, macOS, iOS, Microsoft Office, common internet browsers, VPN, local account management, command line and system management tools.
• Hardware: desktop and laptop computers, iPads, iPhones, Android devices, printers, video conferencing equipment and IP phones.
• Networking: working knowledge of wide area networks, TCP/IP and server operating systems is an asset.
• Service frameworks: understanding of ITIL methodology and experience with service management systems.

Core Competencies

• Client focus: consistently meets CBRE expectations for exemplary service by placing the client’s perspective at the center of every decision.
• Communication: articulates technical and non-technical information clearly in writing and verbally, adjusting style to the audience.
• Urgency assessment: accurately reads the priority of a request and responds accordingly.
• Reliability: punctual, consistent attendance with the ability to manage time across multiple concurrent assignments.
• Physical requirements: ability to move boxes and computer equipment weighing up to 50 pounds and position oneself to install equipment including under desks.
• Mobility: willingness and ability to travel regularly to client sites outside the primary office.