TechStop Support Specialist
4 weeks ago
JOB DESCRIPTION
Our team support LS&Co. personnel, including video conferencing services, conference room technology, digital signage, collaboration tools, and more. We work closely with our Corporate Communications, Workplace, and Video Production teams to broadcast events and messaging to other offices and remotely around the world.
This role will be responsible to operate preventive maintenance programs, overseeing problem management, performing root cause analysis and corrective action plans for all IT equipment as required.
About the Job
5+ years of experience in an end-user support role, including experience providing technical assistance to Executives or other VIPs A strong desire to grow technically Experience with MS Teams and Microsoft Teams Room devices is critical. Certified in Microsoft 365, focused on Crestron strongly preferred Experience with integrating multiple SaaS products together A naturally strong diagnostic/troubleshooting process, with significant experience troubleshooting conference room and office AV technology A naturally calm and empathetic demeanor under pressure, combined with the ability to concurrently solve multiple issues in real-time Experience with video or audio production for live events preferred Excellent understanding of home office video conferencing or streaming technologies The desire to "automate everything," combined with the ability to rapidly learn the technical skills necessary to do so The ability to clearly communicate complex technical topics to a wide range of employees in both verbal and written form A strong desire to grow technically Strong hands-on familiarity with MacOS & Windows troubleshooting and administration a mustPosition Expectations:
Provide Best-in-class, quality, hands on AV support services through all available channels, meeting or exceeding expectations at every opportunity, with exceptional customer follow up. Support a wide range of technology equipment, solutions and devices for both hardware and software including AV equipment, understanding AV/ VC infrastructure (hardware and software), AV/VC support experience (set up/ testing/configuration/ operation and troubleshooting of equipment and devices) plus general IT/Networking knowledge. and other miscellaneous AV related equipment or cabling Configure, deploy, and maintain end-user hardware and conference room devices, automating the process wherever possible Provide support for audio/visual systems, both day-to-day as well as support for company meetings and events Work closely with the Executive Team to facilitate local meetings Help LS&Co. Executives and Executive Assistants maximize their abilities through the effective use of technology: investigate their issues and perform hands-on troubleshooting if necessary Provide exceptional support to executives and other company VIPs Be a strong technical voice within the organization by providing training for colleagues and developing self-service resources where possible Help ensure that the tools our colleagues use to collaborate not only work, but work together in an efficient mannerParticipate in on-call support rotations; be available for off-hour maintenance and upgradesFunction as on-premises liaison for AV contractors during office builds and upgradesMaintain detailed documentation of work completed, using the information gathered to develop self-service knowledge bases and improved user guidesThe TechStop Support Technician will be successful in this role when they can execute the following strategic tasks/responsibilities:
Maintain an accelerated personal growth path: In 3 months, you'll be fully up to speed on the services and technologies we deploy and maintain, having the ability to independently handle day to day AV tasks Within 6 months you'll be actively developing novel solutions to inefficient processes and problems By 12 months you'll be thinking largely in terms of efficiency and have the skills necessary to execute on your ideas. Customer Service: Provide an unparalleled customer experience by offering top-notch technical support, creating easy to follow self-service resources, and workflow automations for our Executive and Executive Assistants. Communication: Successfully communicate team challenges and support solutions internally and externally, while having the ability to communicate complex technical issues simply and convincingly to a wide range of audiences Research: Collect and analyze feedback from both our internal customers as well as our systems to better understand our Executive and Executive Assistants needs and inform automation/optimization efforts Responsible for building and maintaining an executive calendar as it relates to critical meetings and events, ensuring IT is pro-actively testing and supporting these.About You:
Polished, professional demeanor and exceptional poise under pressure Have professional appearance and demeanor Collaborative mindset, strong sense of ownership and impeccable customer service skills Positive and personable with strong interpersonal skills and an upbeat, “can do” attitude Experience in supporting multiple senior leaders simultaneously Adept at working with different personality types and leadership styles Excellent communication skills (phone manners, listening skills, and follow-up skills) Expert knowledge and experience configuring and troubleshooting Apple devices Experience with Windows and Mac desktops and laptops, HP Network and local printers and scanners. Experience with Microsoft Office for Mac and Windows 2016, 2019, and Office 365 functionality and troubleshooting basic connectivity issues Working knowledge of Service Now for Asset Management and ticketing Experience in providing mobile device support Apple certifications highly desirable (ACMT) (MIB) JAMF experience Specialist at Video Conferencing technologies Able to maintain confidentiality and privacy Apple and Windows Certifications a plus.
LOCATION
Bengaluru, India
FULL TIME/PART TIME
Full time
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