Role : On Site Corporate Support Technician
Duration : 6 Months
The role of an Onsite Corporate Support Technician (OCSTs) is to help internal workers with all facets of the corporate computing environment.
OCSTs provide on site support and troubleshooting for the corporate computing environment along with much of the local infrastructure for a site or office.
The company's rapidly changing environment means that job responsibilities cover a broad range of tasks - from initial troubleshooting of corp issued devices and infrastructure to incident handling and escalation to our Corporate Operations Engineers (COEs).
OCSTs will liaise with local teams on their IT related challenges, effectively managing local incidents to return to the employees to full productivity as quickly as possible.
OCSTs will gather initial data and logs, escalating incidents as problems to COEs where appropriate.
OCSTs are expected to demonstrate the ability to self identify and manage incidents as well as escalate to, and work under guidance / direction from COEs.
Day to day responsibilities include but are not limited to :
Troubleshoot and resolve technical issues by participating in direct user support (as assigned / routed by remote support (ITRP / COE) or COE site owner),
Managing local incidents with the goal of returning the user to full productivity whilst possessing the ability to identify problems requiring escalation to our COE team
Document support observations or reports from users regarding the state of IT health at a specific site or office, outlining clearly areas that require further investigation by COEs
Create and maintain tickets and bugs, providing comprehensive and relevant updates
Assist with office build-out preparation inc. equipment setup
Interact with local customers and stakeholders to help identify IT challenges and ensure customer satisfaction and productivity is maintained
Understand site and user interactions with technology and look for ways to improve productivity; liaise with COEs to provide solutions from a user facing point of view
Assist partner teams (technology teams without a local presence) with local execution of user impacting troubleshooting, changes & incident resolution
Skill / Experience / Education
DesiredExemplary communication and interpersonal skills
Systematic incident solving approach, coupled with a strong sense of ownership and drive Ability to provide basic support and troubleshooting for multiple operating systems such as Windows, Linux, OS X, Chrome OS and Android
Ability to provide basic support and troubleshooting for video conferencing, printing, telephony and other shared office technology
Ability to identify technology productivity blockers for users and escalate
Ability to deliver basic training (coaching local employees in basic user technology)
Basic network understanding & troubleshooting skills Experience working in system administration or IT operations Experience with administration of multiple operating systems such as Windows, Linux, OS X, Chrome OS and Android