Tech Support

Job Description

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

Responsibilities Cont.
• 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

Jobcode: Reference SBJ-gw6bkd-3-145-16-90-42 in your application.