Tech Experience Associate II Tech Experience / Tech Success / Global Technology Excellence JOB SUMMARY: The Tech Experience Associate provides proactive and comprehensive IT support to employees and clients, serving as the central point of contact for all IT-related incidents and service requests. This role aims to deliver first-line support and exceptional customer service while ensuring continuous service delivery.
We are seeking a proactive and dedicated individual to join our team as a Tech Experience Associate. If you are passionate about delivering outstanding IT support and contributing to a positive tech experience for our employees and clients, we encourage you to apply.
RESPONSIBILITIES Main Tasks: · Handles more complex issues than Tier I, often escalating unresolved problems from Tier I technicians.
· Diagnoses and resolves a wider range of technical problems using advanced troubleshooting techniques.
· Provides technical guidance and solutions to end-users.
· Maintains a strong understanding of various IT systems and applications.
· Proactively resolve support requests while ensuring high customer satisfaction and meeting service level agreements.
· Work in a dynamic, fast-paced environment, delivering support through various channels such as phone, email, in-person, and self-service.
· Configure devices for onboarding employees, ensuring smooth integration into the IT environment.
· Take ownership of issues and conduct problem analysis to implement temporary or permanent fixes, aiming to restore service promptly.
· Escalate incidents to other support teams when necessary, collaborating with internal resources to ensure timely resolutions.
· Accurately record, update, and document all requests in the IT service desk system, maintaining thorough and organized records.
· Install and configure new IT equipment, ensuring compatibility and functionality.
· Upgrade and resolve incidents related to different types of software and hardware, including printers, copiers, scanners, Wi-Fi, laptops, and desktops.
· Maintain a first-class level of customer service, ensuring all customers are treated efficiently and with respect.
Secondary Tasks :
· Escalate incidents to third-party vendors when appropriate, collaborating with external partners to resolve complex issues.
· Contribute to other IT-related projects as assigned, leveraging technical expertise to support the team's success.
Requirements Possesses the following traits ? Proven ability to diagnose and resolve complex technical issues.
? Strong analytical and problem-solving skills.
? Excellent communication and interpersonal skills.
? Ability to work independently and as part of a team.
? Excellent time management and organizational skills.
? Strong dedication to delivering exceptional customer service.
Must Haves ? Minimum 2-3 years of experience in IT support or a related field.
? Experience with IT service desk tools and ticketing systems.
? In-depth knowledge of IT infrastructure and various technologies (networking, operating systems, applications).
? Familiarity with incident management best practices.
? Leadership qualities and the ability to mentor others.
? Diploma or Bachelor's Degree in IT related discipline.
? Solid understanding of hardware components and troubleshooting.
? Must be willing to work hybrid and full onsite to different offices of Booth and Partners, 24/7 shifting schedule, with minimal coverage during holidays and weekends.
? Must be willing to be assigned on different sites
Good to Have ? With basic knowledge in RFID, Biometrics, and CCTV Systems.
? Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST)) are a plus.
