Wayfair - Endpoint Communications Engineer
2 weeks ago
As a member of the Tier 2 technical support team, you'll become a subject matter expert, establish a reputation as a service/support specialist, and take ownership of tools and services that not only assist your professional objectives but also have an impact on decisions made by Wayfair. Wayfair is constantly testing and experimenting with new hardware, tools, and technologies to better meet business requirements. Through incident analysis and problem tickets, we are dedicated to providing our stakeholders the best possible assistance while fostering change, innovation, and raising the bar, fostering a proactive culture of documentation, learning, and teaching one another.
Responsibilities :
- Daily operational tickets : Handle escalated Tier 1 technical support tickets, providing efficient and effective resolution of hardware and software issues related to printers, phones, computers, networking, conference rooms, and digital signage.
- Be disciplined in troubleshooting issues specific to our VoIP platform.
- Problem ticket troubleshooting, communications, and follow-up (25%) : Investigate, diagnose, and resolve complex technical issues, ensuring proper communication and updates are provided to all relevant stakeholders.
- Project time : Contribute to the planning, execution, and evaluation of team projects, driving change and improving the overall end-user experience.
- Weekly meetings : Attend team meetings to stay informed on team progress, share insights, and collaborate on strategies to address challenges and opportunities.
- Documentation and communication : Create and maintain documentation for Tier 1 technical support troubleshooting, end-user self-support guides, and other relevant materials. Act as a liaison between Tier 1 end-users, and Tier 3 teams, fostering open communication and transparency.
- Data-driven decision-making : Leverage data to inform decisions, working closely with Tier 3 teams to address pressing issues and ensure the best possible solutions are implemented.
- Email and communication updates : Manage and own communication updates to the entire tech support department, promoting proactive and transparent information sharing.
- BA or BS degree in a technical-related field.
- 4+ years of IT support experience.
- Experience in VoIP technologies.
- Knowledge of network protocols and networking technologies.
- Basic knowledge of Cisco Systems or Genesys VoIP.
- Previous on-site experience with direct end-user interaction.
- A high degree of technical aptitude and troubleshooting skills.
- Solid understanding of Microsoft technologies - Active Directory experience, including user/computer, user profile, and Group Policy Object management, SCCM.
- Apple Certified Professional or expertise in Apple troubleshooting.
- Solid understanding of G-Suite services and tools.
- Excellent problem-solving, troubleshooting, and analytical skills.
- Exceptional interpersonal and communication skills, both written and verbal.
- Ability to multitask and prioritize workload effectively.
- Proficient in data analysis and data-driven decision-making.
- Ability to multitask and work in a team setting.
- Experience in a helpdesk or other service-oriented IT role is a large plus.
- Scripting/automation experience with Powershell, Python, PHP, or Bash, a huge plus.
- Knowledge of VDI infrastructure (Citrix or Azure).
- Skills in project management and product deployment.
- Able to communicate and collaborate effectively with business stakeholders.
- Able to work effectively with cross-functional teams.
- Experience with IT Problem Management and root cause analysis (RCA).
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