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 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 doOversight of the setup & configure laptops, mobile phones, monitors, printers and other IT-related systems in accordance with our established standards.Provides 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 needStrong 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 apartAn 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.
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