Technical Support Lead
- Responsible for the performance of the IT infrastructure, services and education of the Community Teams in the designated group of WeWork locations.
- Primary interface for the Member Technology Team providing a positive experience for WeWork Members through tailored IT solutions and the development and implementation of installation plans
- Support to the Community and WeWork Members to solve advanced technical issues and implement corresponding solutions
- Provide prompt response to Member problems and requests while managing and maintaining the ZenDesk system
- Educate and assess capabilities related to IT troubleshooting practices for the location based Community Teams to ensure they can provide level one technical support to the Members
- Responsible for identifying and selling Member IT Services that generate revenue for WeWork
- Manage and engage third party vendors to perform cabling repairs and approved installs
- Coordinate and partner with the Member Technology Networking Services Team with the troubleshooting and resolution of LAN & Wireless Network issues
- Coordinate and partner with the Member Technology Audio Visual Services Team with the configuration, administration and troubleshooting of location based Audio Visual equipment
- Coordinate and partner with the Member Technology Business Development Team with the opening of new locations and the provision of services to our Enterprise Members
- Configuration of network printing resources including printer servers, printers and other peripheral devices
- Requirements
- An associate degree and 3 + years of technical experience preferred (support, field work, CCNA, etc.)
- Demonstrate excellent customer service skills including customer empathy, good customer diplomacy skills, and problem ownership
- Ability to use discretion and judgment in evaluating problems and creating solutions for Members
- Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users
- Expert knowledge of the operation of Microsoft and Apple based business applications and operating systems
- Knowledge of data networking principles and architecture
- Ability to maintain positive relationships with Members and internal Team Members
- Ability to use support tools to speed up problem solving and improve own productivity
- Identify and consult with management regarding solutions to particular projects
- Language proficiency: English, Filipino