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.
Position Requirements:
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.
Daily Duties:
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.