Vacancy expired!
- Will be responsible for addressing all technology support, service, and hardware procurement needs.
- Will resolve in-person priority technology issues with a strong focus on world class customer service. In addition, will aid in the adoption of new technology by planning, and executing strategic promotional events.
- Excellent interpersonal and communication skills
- Humble and a desire to deliver rst-class customer service
- Ability to read customers and make judgement calls
- A passion for new technology
- Experience supporting Cloud and SAAS Applications and SSO for the Enterprise
- An understanding of Apple MAC OS (Operating Systems, iPad, mini iPad, iPhone) and Windows.
- An understanding of current wireless technology, setup and hardware congurations
- Knowledge of Video Conferencing systems and Zoom Conference room technology
- Experience with email systems and remote support tools
- Help Desk, Genius Bar, Executive Tech Support or Desktop Support experience desired. Demonstrated ability to communicate eectively with clients to assess and document needs and issues Troubleshooting abilities.
- Able to make judgments under ambiguous conditions
- Proven ability to prioritize work and escalate issues as needed
- Excellent verbal and written communication skills.
- Knowledge and understand best practices around cyber security and technology
- Follow dened policies for the procurement of new equipment and/or hardware refresh requests by coordinating with procurement and other teams as needed.
- Plan and prioritize the daily activities
- Receive and process walk-up requests for service and ensure each request is documented appropriately in a ticket.
- Respond to incidents by researching, reading and applying critical thinking in attempts to escalate or resolve issues and share knowledge with other teams.
- Provide and oversee training on all policies and procedures unique to supporting end users
- Monitor daily ticket queue, update and manage tickets to ensure quality of service using SNOW.
- Update and follow all standard operating procedures & policies
- Eectively manage multiple projects and priorities
- Serve as an informed and reliable team member by anticipating and satisfying customer and management requests for information or service in a timely and professional manner no justiable customer complaints
- Communicate in a positive, cooperative manner with co-workers
- Increase technical prociency through hands-on experience (on-site or in-house) and/or technical manuals or mentors
- Satisfy or exceed service performance goals, including rst call resolution, average response time frames, etc.
- Perform daily reporting requirements
- Respect and adhere to all policies and procedures
- Oversee and manage the progress of any escalations from HELP Bar by coordinating with management and by ensuring proper hand-o procedure has been completed.
- Receive and process walk-up requests for service and ensure each request is documented appropriately in a ticket
- Apply various troubleshooting triage methods to identify and document complex technical problems to escalate to Management
- Manage and update tickets through Service Now.
- Escalate issues as needed to correct management chain.
Vacancy expired!