Job Title

Job Description Summary

Job Description

Responsible for but not exclusive to the following:

Site Service Technician Scope:

• Assist execs and other users with Audio Visual equipment within the office space
• Meeting support and monitoring for executives
• Deskside support for executives
• PC break fix support for the business within market
• Facilitation of onboarding and off-boarding
• Mobile phone configuration support
• Mobile device support (IOS & Android)
• Training end users on new technology and assisting with deployment
• Manage data closet technology to agreed global standards
• Assist remote support staff when additional resources are required
• Maintain established service level agreements to meet customer expectations and quality standards
• Additional desk top services activities defined as service improvement actions

ACCOUNTABILITIES

Daily work routines

• VIP and Exec Assistant check-in's inclusive of White Glove Service
• Conference room technology health checks
• Local office status reports
• Genius Bar support
• Perform coverage walk-arounds within an office or market
• Incident Management
• Resolving incidents in a timely manner to meet the defined Service Level Targets.
• Create accurate and clear resolution documentation within the incident ticket
• Escalation of incidents to 3rd line support per guidelines established to support Service Level Targets
• Share incident resolution knowledge by posting information in Teams
• Participate in creation of ServiceNow knowledge articles detailing troubleshooting processes and procedures
• Provide remote assistance to Service Desk staff during high call/ticket volumes
• Perform support functions to include setup of peripheral equipment, software installs and configurations, wireless and LAN configurations, and resolve access issues and other issues as required
• Identify malfunctions with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity
• Ensure onboarding, off-boarding, and asset management processes are followed
• Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC)

Problem Management

• Assist with trend and root cause analysis
• Identify and communicate problem trends found as part of incident resolution
• Technology Enablement
• Conduct information sessions aimed to promote end user adoption of technology products and services
• Educate clients on problem resolutions to minimize repeat requests and provide timely follow-up
• Project Work
• Participate in, or provide feedback to project testing stages
• Support projects as required for supported sites

MINIMUM REQUIREMENTS

• Bachelor's degree or equivalent experience; related computing field preferred
• 3+ years of technical experience in a multi-state,10,000+ employee base corporate environment
• Knowledge of IT processes, general controls, and project management and system development life cycles
• ITIL Foundation Level certification preferred or demonstrate knowledge of processes
• Industry related technical certificates are a plus or any similar combination of education and experience
• Experience providing support to C-Suite and VIP users
• Excellent customer service skills
• Strong analytical and problem-solving skills
• Strong interpersonal skills required to interact with end user clients and team members across the organization
• Good organization skills to balance and prioritize work
• Ability to work independently and as part of a team
• Proficient with Windows OS
• Proficient with MS Office 365 Suite
• Apple Mac experience including setup and troubleshooting of devices
• Knowledge of enterprise ticketing systems
• Familiar with remote support tools