C9 Recruitment are recruiting for Technology Services Specalist for our client. Our client champions the end user to drive their success through technology. They simplify the complex processes and seek out the friction users experience with technology and convert user friction into the fuel that drives effortless technology experiences.
As an IT Support Specialist you will be part of a global team ensuring an exceptional experience for our users. Your top priorities will be managing technical issues, research, documentation, business-to-business relationships, and analyzing trends and the impact of these issues with the ultimate goal of driving improvements for all of our users.
RESPONSIBILITIES
- Own the onsite experience for assigned workplace Facilities.
- Drive an end-user experience, including workflow design that meets the business outcomes of our organizations and meets our stakeholders’ needs.
- Make autonomous operational decisions based on data and anticipate impacts to the business.
- Understand business outcomes and provide forecasting and planning.
- Partners cross-functionally with Stakeholders (including, but not limited to, Networking Teams, Post Facilities, Content Business Product Success, Workplace, Space & Occupancy, etc.) to learn, document, and advise with a focus on driving efficiency, resolution of issues and improved onsite experience.
- Lead the day-to-day operation of workplace facilities, tools, and services.
- Develop Standard Operating Procedures and communicate changes to User-Experience and Engineering teams.
- Create and leverage metrics and reporting to identify trends within the environment and collaborate effectively with partner teams to build valued add and scalable solutions.
- Help create and maintain the decision-making framework for whether we need to provide face-to-face support.
- Act on and identify areas for proactive support to improve the end-user experience and reduce support volume and complexity around service offerings.
- Curate insights. Create and maintain all root cause analysis reports after an escalation to identify workflows or systems to help mitigate reoccurring issues.
- Troubleshooting + escalation to various engineering partners.
- Collaborate with cross-functional partners to proactively identify issues as they arise and conduct retrospective analysis on large-scale issues.
- Manages, and drives incidents to conclusions.
- Blend deep knowledge of how users experience products with qualitative and quantitative data in order to help our product specialists reduce friction and complexity in the end-to-end user experience.
- Tell data-driven stories around how users experience friction with technology, with the goal of influencing Product, Eng and partners to reduce complexity and improve productivity with technology.
- Drive frictionless user experiences by developing strong trusting relationships with partners, stakeholders, and Product Specialists.
NECESSARY SKILLS & EXPERIENCE
- Strategic thinking, technically and business-wise, with the ability to build strong cross-functional partnerships.
- Working knowledge of Network infrastructure with the intent of a smart hands approach; routing & switching, DHCP servers, subnetting, & low voltage cabling.
- Proven knowledge of troubleshooting MacOS/Windows, Saas Applications, and AV systems.
- Ability to learn new technologies quickly and with minimal guidance.
- Familiarity with asset tracking, management, and deployment.
- Thrives on technical challenges and takes pride in solving them.
- Excellent interpersonal and communication skills both written and verbal.
- Proven ability to work independently with minimal supervision; must be a self-motivated self-starter that can initiate ideas amidst ambiguity.
- Technical depth and ability to analyze support data to identify trends to drive insight and overall product and operational improvement.
- Ability to act as the informed captain and lead new initiatives concerning workflows and support.
- Flexible amid an ever-changing and growing environment.
- Information tracking, as it pertains to ancillary charges and overhead budgets.
- Capable of composing clear process, and procedure documentation on complex topics.
We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.
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