Troubleshoot and resolve employee requests in person as needed on a daily basis. Requests will vary from hardware and software to corporate infrastructure related issues requiring on-site analysis & resolution. You’ll provide outstanding customer service while managing engagement between end users, operational leadership, and IT teammates.
Required Skills/Experience:
· Experience collaborating with various teams in a service-oriented customer-success environment
· Experience troubleshooting issues, researching solutions, and problem-solving efficiency
· Ability to learn & adapt quickly to new technologies and business requirements
· Ability to solve complex incidents by applying known documented solutions and processes, while maintaining work task ownership to completion with minimal direct supervision
· Ability to communicate with different audiences, regardless of technical understanding, across multiple channels including: face to face, instant messaging, emails, and video conferencing
· Ability to leverage attentive listening to understand and empathize with customer needs
· Experience supporting various OS in an enterprise environment, including:
· MacOS (primary), Windows 10 (secondary), iOS, and Android
· Experience supporting various hardware in an enterprise environment, including:
· Apple Laptop (primary), Dell / HP Laptop (secondary), desktops (Apple and HP), corporate-owned mobile devices (IOS/Android), and standard peripherals
· Experience supporting and troubleshooting corporate networks and remote user environments
· Experience supporting and troubleshooting L1 Active Directory related issues