Lead Support Technician

About the Role

In this role, you will work in a dynamic, high paced environment focused on ensuring that our employees' end-to-end technology needs are met quickly and efficiently by delivering service that is above and beyond our internal customer's expectations in our : headquarter, stores, regional offices, distribution centers and remote locations. With a Customer Curious mindset, your goal is to enable and unlock our employees' work productivity by providing a consistently high level of service and customer satisfaction to the business. Responsibilities include assessing, diagnosing and resolving technology issues and projects that are both routine and with complexity as a high-level technical support. Must be flexible in supporting our employees on-site and remotely.

What You'll Do

• Committed to deliver best in class end user device hardware and application support across all support channels by troubleshooting and resolving our customer's issues and technical support needs in a timely and professional fashion.
• Resolve reported problems with complexity related to hardware, operating systems, applications, security / software updates, materials handling systems, and configuration issues by addressing the root cause or implementing a work around according to standard operating procedure.
• Collaborate with technical project teams and external vendor partners to drive solutions in promoting productivity and efficiency by leveraging technical knowledge and understanding of end user and infrastructure systems.
• Make and create recommendations for new procedures to solve end user technology issues that are either routine or with complexity, which may have no existing policies or processes
• Teach and provide training / technical support / on boarding to new team members. May allocate work in learning to be a team leader.
• Collaborate with leadership team to identify, define, share, implement and manage employee experience best practices based on insight into employee feedback and expectations.

Who You Are

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