Scope:
- Follows established procedures on routine work
- Requires detailed instructions
Your Daily Roles and Responsibilities:
- Daily on-site inventory and asset management, client’s conference room preventative maintenance, and e-recycling
- Ensure client users access to equipment in good working order
- Support a complex and fast paced environment focused on video conference rooms with outstanding and timely attention to customer satisfaction
- Work cooperatively with on-site teammates, as assignment requires
- Ensure audio and visual quality, promptly troubleshoot any issues that arise and handle any requests from meeting attendees.
- Deploy and recover laptop and desktop images
- Perform responsive face-to-face customer support for the on-site client users from IT accessory to workstation dressing
- Use ticketing systems to report individual work accomplishments and to track Service Level Agreements (SLAs)
- Assist with utilizing Inventory Data management software to maintain inventory accuracy and workflow
- Work with other technicians and clients to install hardware and troubleshoot computer issues, ensuring each situation is thoroughly resolved
- Timely responses to IT questions from client users employees
- Manage occasionally demanding and stressed client users
- Contribute to large scale global projects as needed
- Other duties as required and assigned. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
Required Qualifications/Skills:
- High school diploma or general education degree (GED) and 0 to 2 years related experience and/or training; or equivalent combination of education and experience
- Excellent client-facing written and verbal communications skills
- Proficiency in English
- Utilize excellent customer service skills and exceed customers’ expectations
- Ability to work with a large team with minimal supervision
- Capable of providing a timely and outstanding user experience
- Ability to handle daily customer service demands
- Present a professional and helpful demeanor to clients
- Basic Inventory or IT knowledge
- Ability to excel in a fast-paced sometimes stressful work environment
- Ability to make sound decisions when faced with competing priorities
- Results oriented and can identify the steps to be taken to achieve objectives
Preferred Qualifications:
- Past business operations exposure
- Some customer experience background or familiarity
Physical Demand & Work Environment:
- Must be available on-site at shift hours, in conjunction with client’s working hours
- Ability to lift and carry 50 pounds or more of equipment safely, multiple times per day
- Must have the ability to perform office-related tasks which may include prolonged sitting or standing
- Must have the ability to move from place to place within an office environment
- Must be able to use a computer
- Ability to work in “warehouse” environment that is sometimes
- Must have the ability to communicate effectively
- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
- Ability to handle varying degrees of noise, temperature and air quality
- Able to handle frequent work interruptions
- Ability to flexibly address work assignments and manage tasks
- Self-motivated
- Completion of job assignments without direct supervision
- Completion of applications and assignments within the timeframes allowed
- Extended work hours may include required weekends and evenings
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