IT Field Support III
San Francisco Bay Area
Unfortunately this position does not accept H1B/C2C candidates
Responsibilities:
- Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved.
- Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated, as well as when necessary, being the first point of contact for end users to receive support and maintenance within the organization’s desktop computing mobile devices and application system environment.
- Utilize excellent customer service skills and ensure proper recording, documentation and closure of trouble tickets as you grow your knowledge of IT procedures, products, and services.
- Drive internal communication and priority within the business and our headquarters to ensure consistency across the EE Organization.
- Available to travel to other locations regionally to support offices and wider EE teams.
- Ability to provide engaging, informative, well-organized evidential feedback where required.
- Observe and comply with our policies and procedures for Health and Safety at Work and Equality and Diversity. Continually promote equal opportunities, health and safety and customer care in compliance with organizational aims and objectives.
- Work proficiently with minimal daily guidance.
- Provide customer service expertise that is an example to the rest of your team in how to deliver customer focused service and constantly drive improvements in the ‘customer experience'.
Skills:
- Experience in a technical support role in either a corporate or retail environment.
- Experience in support and troubleshooting Windows or Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.
- Experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones, and peripherals.
- Proven experience working with cloud-based platforms like Office 365 or Google Workspace.
- Experience working with a ticketing system such as Asana, Remedy, ServiceNow, or equivalent.
- Experience in new product/service releases and stay on the forefront of emerging industry practices.
