Senior End User Support Technician

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 do

• Oversight 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 Need

• Extensive 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