Technology Lead
WeWork is looking for a Tech Services Lead (L2 support) 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 with a background in supporting a Windows and Mac based environments 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.
Department Goals & Objectives
● Plans, strategizes, configures and delivers outstanding Support and Services for our Members and location based Member Teams
● To exceed Member expectations in the delivery of the core technology components of our Memberships
● Leverages existing, emerging, and innovative technologies to enhance the Member Experience and improve / streamline technology services processes
● Identify and deliver additional revenues for WeWork through the sale, installation and support of IT Services
Position Goals & Objectives:
● 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 for Members
● To work collaboratively with, and provide solutions to, the other Member Technology Teams, (Networking, Audio Visual & IT) 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 a resolution
● Build strong relationships with our Members and Community Teams by using your specialized capabilities and your ability to influence a positive outcome
Responsibilities:
● 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
● 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:
● 3 + years of technical experience preferred (L2 support, field work, CCNA, etc.)
● Excellent knowledge and experience in supporting a Windows and Mac based environment (required)
● Excellent customer service, interpersonal and communication skills (required)
● 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