Job Description :
Pay Range : $33hr - $36hr
Responsibilities :
- Responsible for delivering a user centric IT Concierge experience.
- Responsible for Site Support ticket queues with a focus on maximizing the value of the end-to-end customer journey.
- Provide direction and coordinate with Site Support staff in alignment with the SDM.
- Active participation in ticket-based site support activities (device staging, technical troubleshooting and repairs, workplace setup, etc.)
- Responsible for accurate inventory of all supported assets in stock.
- Coordinate activities with local, internal, and 3rd party stakeholders and vendors in alignment with SDM.
- Support the SDM with specific project related tasks as well as bringing relevant topics to the SDM’s attention.
- Provide smart hands support to include rack and stack activities, patching, and network troubleshooting.
- Ensuring data rooms are kept secure, clean, and orderly as per company policies and guidelines on a consistent basis.
- Contribute to improve the end-to-end customer journey via Continuous Service Improvement and process optimization.
- Contribute to knowledge management as an author or reviewer as necessary.
- Help identify to and with the SDM, areas for improvement through learning the business and its needs.
- Participate in out of hours on call rosters as required.
Qualifications and Experience :
- Good technical knowledge and previous technical support experience.
- Strong analytical and problem-solving skills for technical issues.
- Previous customer support experience with strong interpersonal and communication skills, both written and verbal, with the ability to effectively sequence priorities.
- Supporting a qualified environment such a Manufacturing Facility and experience in supporting regulatory audits / inspections.
- Ability to work collaboratively with colleagues, augmented staff, and third-party vendors.
- Ability to work in a fast paced, dynamic environment balancing demand.
Top Skills :
- Good technical knowledge and previous desktop support experience.
- Strong analytical and problem-solving skills for technical issues.
- Previous customer support experience with strong interpersonal and communication skills, both written and verbal, with the ability to effectively sequence priorities.
- IDF Experience.
- Office365 Experience.
- Experience working in a large corporate environment preferred.
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