Vivamee Shared Services Hiring IT Field Support Technician

Job Description

VIVAMEE Shared Services (VSS) has cultivated a superior, immersive hospitality experience, providing our guests with unforgettable retreats and events among our properties on the shores of the Chesapeake Bay & South New Jersey.

As we move into our busiest and most critical time of year, we’re staffing key positions within the organization. The administrative role most vital to ensuring seamless operations across our properties is IT Field Support Technician .

Our Field Support Techs are focused on desktop support and generalized end-user level issues, in addition to generalized account administration responsibilities.

This position is responsible for responding to and assisting with the resolution of common technical issues while providing exceptional customer service by reflecting the company’s core values and embracing our commitment to quality.

The Tuesday-Saturday role is demanding, but the payoff is worth the effort. When hiring, we look for like-minded, results-oriented, and creative personalities, those in search of personal development, stability, and advancement.

Job Responsibilities :

• Diagnose and resolve technical issues with hardware, software, and peripherals
• Respond to customer inquiries and issues via phone, email, or in person in a timely manner
• Provide timely updates is also a critical part of customer service
• Create accounts, assign permissions, reset passwords, and disable accounts
• Set up, configure, and deploy hardware and software including, but not limited to new PCs / Laptops, printers, VoIP Phones, and network infrastructure equipment
• Instruct on how to properly use equipment and company systems
• Track and maintain inventory of company equipment
• Evaluate and escalate issues to our third-party Tier 3 partner as needed. Manage and hold accountable our third-party Tier 3 partner to contracted SLA requirements
• Develop and document IT Standard Operating Procedure documents
• Site visits to our family of Resorts twice monthly
• Be the eyes and ears of our third-party, Tier 3 partner who will provide remote monitoring and support for our network infrastructure.

They will also be your escalation path for any unresolved technical issues encountered

• Manage time appropriately to meet escalation or SLI requirements
• Participate and collaborate as needed to assist fellow departments, teams and team members as needed
• Brainstorm with other team members to identify new opportunities for clients to improve their business with technology
• Emergency critical after-hours response for Third-party Tier 3 partner
• Any additional task or responsibility as assigned

Job Qualifications :

• High School Diploma, GED or equivalent with one year of experience preferred
• Obtained one entry-level industry certification (CompTIA A+, Network+, Security+, Cisco CCENT, Microsoft MS-900) showing experience with those technologies or completion within 1 year of employment
• Ability to perform in a fast-paced environment and pivot between differing tasks
• Excellent written and verbal interpersonal communication, customer service skills, and de-escalation skills required
• Ability to promote a positive company image even during moments of stress and / or tension
• Ability to work together with different departments to provide the best client experience possible
• Demonstrate logical troubleshooting methodology
• Understand and embrace accountability and ownership concepts
• Attention to detail and time management skills
• Excellent written and verbal communication skills and ability to adapt to different audiences as required
• Strong customer service mentality and clear communication
• Willingness to learn new technologies, hardware, software, and concepts related to this role
• Experience with research and testing concepts to aid in troubleshooting unknown issues
• Ability to capture troubleshooting activities with accurate details within ticketing system
• Ability to function without micromanagement but willing to raise a flag / ask questions when something appears out of the ordinary
• Growth mindset, wants to mature with the organization
• Outstanding interpersonal and customer service skills
• Passion and self-motivation to operate in a highly independent manner
• Strong analytical and problem-solving skills
• Strong organizational skills with high attention to detail

Requirements

IT Admin