Technical Support

Job Description

Overview

The Role

The primary objective of the Tech IV role is to support our TechKnow Bar on-site support desk (in specified locations) and issues related to software and hardware support needs of our customers. Technicians supporting this role interact face-to-face with our business users and are expected to have a versatile skill set both technically and personally with the ability to stay focused and continually develop as an experienced and skilled technician. Technicians in this role will be expected to self-manage the workload in this area and balance priority issues by vetting risk and exposure. This is a fast-paced hands-on position where individuals are required to stay fixed to the TechKnow Bar location when on-duty.

Responsibilities
• Provide premier support service to clients including but not limited to software installation, hardware replacement, loaner equipment, mobile device support, and training/guidance on use of Discovery approved applications/tools
• Manage and evolve TechKnow Bar start-up and shut-down practices and procedures
• Manage stock for replacement equipment needed on-hand
• Manage return of loaner equipment
• Manage PC/Mac refresh projects for new equipment
• SRM ordering for replacement hardware parts
• Support deployment of equipment to new users or movement to new locations
• Drive clients to the TechKnow Bar area whenever possible to engage one-on-one and provide service with availability to stocked tools and supplies
• Monitor technical communications to IT mail groups (Techline, DNE ISS, etc) and be aware of changes impacting clients
• Raise awareness and inform management team of potential day-to-day issues or obstacles
• Provide a seamless and professional experience in supporting remote and regional customers
• Log into the Avaya Call Distribution System when necessary when overflow support is necessary
• Uphold professional ticket management from the get-go for the benefit of the rest of the global support teams by ensuring all ticket types are logged, work logs comprehensively updated and then carefully manage routing to ensure resolution
• Maintain on-going communication with customers, keeping them up-to-date with the progress of their tickets
• Serve as a liaison between other support teams and the customer as required by working collaboratively across all leadership levels
• Provide support in the management of outages as needed, providing communications to small and large scale user groups.
• Be proactive and ensure constant follow up with involved IT teams to ensure resolution
• Ability to embrace and support new technologies introduced first hand to IT
• Keep Knowledge Base(s) up-to-date

Qualifications
• 5+ years MS Outlook support experience
• 5+ years Active Directory administration experience (Windows users, groups, shares and network printers)
• 2+ years of Lotus Notes/Domino experience
• Able to communicate technical matters to technical and non-technical audiences
• Flexibility to work evening, weekend, and overnight shift
• 5+ years supporting MS Office suite
• 2+ years Citrix support
• 2+ years' experience supporting Blackberry, iPhone, and Android Handheld Devices
• 5+ years' experience supporting Windows operating system
• 5+ years' experience supporting Microsoft Office product suite (minimum intermediate knowledge level required)
• 5+ years' experience supporting Mac desktops, laptops, and iPads
• 5+ years' experience supporting LAN and WAN network connectivity and routing issues, including network printing
• Experience using SMS or similar software for remote troubleshooting, software deployment, audit and hardware inventory
• 5+ years ServiceNow or similar Call Management application experience
• Experience using SMS or similar software for remote troubleshooting, software deployment, audit and hardware inventory
• Excellent written and verbal communication skills and a friendly disposition
• Excellent interpersonal skills
• Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements
• Ability to define & document IT support procedures as required
• Ability to maintain focus in a high pressure environment

Jobcode: Reference SBJ-d9b687-3-143-23-176-42 in your application.