As a Senior End User Support Technician, you will provide higher-level technical support to customers through in-person interaction five days a week in the office. You will assess the nature of the system or service issues and resolve technical or sophisticated support problems through use of independent judgment and advanced problem-solving skills. Additionally, you will maintain a log of system issues and convey customer feedback to junior staff to further help with their skill development. You must possess a high level of knowledge of the organization's products and services, as well as an ability to provide technical guidance to junior and intermediate technicians.
What you will do
* Oversight of the setup & configuration of laptops, mobile phones, monitors, printers, and other IT-related systems in accordance with our established standards.
* Provide Tier 3/Advanced Installation End User Computing devices in offices and cubes and Level 3 support of conference room technology (Audio/Visual kits).
* Installation of complicated equipment within agreed service levels.
* Lead the creation of troubleshooting documentation and runbooks.
* Share working knowledge of regional findings with the global End User Computing team.
What experience you need
* Strong experience collaborating with multiple stakeholders and resolving advanced diagnostics.
* Bachelor's degree in a relevant field strongly preferred with equivalent experience.
* Demonstrated experience assessing the nature of system or service issues and resolving technical or sophisticated support problems through independent judgment and advanced problem-solving skills.
* In-depth knowledge of our systems and technologies, including cloud knowledge and security protocols.
* Demonstrated skills to oversee small teams and provide guidance.
* Cloud Certification strongly preferred.
What could set you apart
An ability to demonstrate successful performance of our Success Profile skills, including:
* Collaboration - Able to collaborate with multiple stakeholders locally and globally such as vendor engineers.
* Computer and Software Skills - Able to prepare coursework across multiple platform tools.
* Customer Technical Support - Able to prepare training on daily scope tasks.
* Initiative - Identifies common technical issues and takes appropriate action and collaborates with local organization.
* Technical Advising and Consulting - Able to make decisions for other contributors and provide support when needed.
* Troubleshooting - Ability to perform and resolve advanced diagnostics for global incidents.
#J-18808-Ljbffr