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Member Technical Support - L2

WeWork, Tel Aviv-Yafo
Employment type: 
Full time
Years of experience: 
3 - 5 years
Microsoft, Problem Solving, Analytical Skills, Communication Skills, Data analysis, Customer service

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Member Technical Support - L2

WeWork is looking for an IT Support L2 professional who possesses excellent customer service skills to help us deliver outstanding Support and Services to our clients/Members and location-based Teams. This candidate will sit onsite amongst both WeWork employees and clients/members thus excellent communication and interpersonal skills will be important in this role.

We are looking for a candidate who is passionate about exceeding client/Member expectations. The ideal candidate will leverage existing, emerging, and innovative technologies to enhance the Member Experience and improve/streamline technology services processes.

Responsibilities, Goals & Objectives:

  • To be the primary interface for the Member Technology Team providing a positive experience for WeWorkMembers through tailored IT solutions and the development and implementation of installation plans
  • To provide “Level 2” support and solutions uniquely tailored to our Members and Team Members. To use your knowledge and skills to diagnose issues and design, plan or implement a resolution in a timely and appropriate manner
  • To offer guidance, on an ongoing basis, to the Community Team Members to provide “Level 1” IT support forMembers
  • To work collaboratively with, and provide solutions to, the other Member Technology Teams, (Networking,Audio Visual & IT Business Development) at your WeWork locations
  • Proactively ensure that Members issues are, where possible, anticipated and resolved before they happen
  • Evaluate and educate the Members on IT practices that maximize their working efficiency while at WeWork
  • Identify chronic or recurring IT issues partnering, where needed, with other Member Technology Teams for are solution
  • Build strong relationships with our Members and Community Teams by using your specialized capabilities and your ability to influence a positive outcome
  • The configuration of network printing resources including printer servers, printers and other peripheral devices

Requirements:

  • Fluency in Hebrew and English languages are required
  • A minimum of 3 + years of technical experience (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
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