What you will do

• This position's primary role is to provide day-to-day technical support to internal staff through in-person interactions (5) days a week in the office.

• Contribute with Technical Support to walk up customers at a TechBar.

• Drive Setup & configure laptops, mobile phones, monitors, printers and other IT-related systems in accordance with our established standards.

• Ownership of the Installation End User Computing devices in offices and cubes.

• Level 2 support of conference room technology (Audio/Visual kits).

• Deliver new equipment (laptops & accessories) within agreed service levels.

• Perform the Asset Disposition process by removing hard drives and recording serial numbers in the Asset Management system to meet corporate and local requirements.

• Record technical issues and solutions in ServiceNow.

• Monitor the status of open calls and act as the customer’s advocate to ensure calls are resolved promptly.

• Proactively identify and complete projects that add value to the department and/or our customers.

• Point of contact for 3rd party Technology and Facilities vendor/partners (HP, Dell, Xerox, etc)

• Perform other activities as assigned, or as responsibilities dictate.

• Communicate unresolved issues effectively to the next level of support with full troubleshooting documentation.

• Contributing and leveraging knowledge in Global Technical support troubleshooting collaboration channels.

• Help create troubleshooting documentation and runbooks.

What experience you need

• 2 - 5 years of experience with laptop support on software, hardware, and OS in a Microsoft based environment.

• Some exposure to Win10, macOS 10.12-10.14, and Active Directory.

• Exposure to laptop imaging systems and tools.

• Familiar with remote troubleshooting techniques.

• Demonstrated interest and aptitude in technology, technology issues, and analytical analysis.

• Excellent communication and customer service skills.

• Ability to identify, troubleshoot & resolve problems without supervision.

• Ability to multitask without direct supervision.

• Ability to excel in a fast-paced environment while maintaining a calm and professional demeanor.

What could set you apart

• Technical school degree, Associate’s degree, Bachelor’s degree or equivalent experience.

• CompTIA A and/or Microsoft certification.

• Google Productivity tools (Docs, Sheets, Slides, etc).

• iOS and Android exposure.

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