Overview
THE ROLE:
The Employee Technology Experience Engineer II is responsible to provide end-user support of these tools. They act as first point of contact for incidents and service requests for collaboration tools and take ownership to get them resolved by working with other GTDS cross functional team members. Role is a compilation of incident handling, incident escalation and customer care.
HOW YOU WOULD CONTRIBUTE:
- Act as the 1st point of contact for user incidents & service requests for collaboration tools
- Act as the 1st point of contact for offices IT infrastructure and operations support
- Take ownership of service incidents/requests and liaising with other GTS teams to resolve and manage user expectations.
- Create and maintain accurate and concise ticket updates/knowledgebase documentation.
- Maintain and oversee installation, configuration, maintenance and troubleshooting of end user collaboration tools.
- Performs additional duties as assigned
- Participate in modification and continual improvement of collaboration tools.
- Train business and other users on collaboration tool.
- Maintain documentation and licensing requirements for all collaboration tools.
- Build the service reference architecture mappings of the legacy, standard and future state of the collaboration tools portfolio.
- Maintain accuracy of records for IT inventory
- Communicate with vendor in IT requirements, obtaining quotation, processing necessary documents needed for IT procurement
WHAT'S SPECIAL ABOUT THE TEAM:
SUPERVISORY RESPONSIBILITIES:
SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL: (List requirements, including education and experience needed for the job)
Skills:
Required
- Distinctive service and customer orientation
- Strong analytical and problem-solving skills
- Good communication skills
- Must be able to handle multiple tasks and adjust priorities within
- Knowledge of industry standards of multi vendor collaboration tools suites
Certificates / Training:
Experience:
- 3+ years hands-on experience in providing support on end user equipment (I.e : desktop, laptop, mobile devices, conference devices, printers and etc)
- 3+ years in administering multiple collaboration tools and providing end-user support.
- 3+ years level 1 support on server and network infrastructure
- 3+ years level 1 support experience for network equipment and telecommunication equipment
- Preferred: 5+ years in administering multiple collaboration tools and providing end-user support.
- Vendor communication with internet and telecommunication service providers for service escalation
- Vendor communication in IT requirements and IT procurement documents preparation and processing
Education:
- Bachelor's in Information Technology or related field
Principles & Related Competencies:
Ethical
- Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.
- Leader
- Meets challenges head on to uphold quality standards, productivity goals, and values; Sets an example, building a culture of trust, transparency, and open communication; Is aligned with organizational direction
- Collaborative
- Works cooperatively with others offers and accepts help; Freely shares information as appropriate; Open to and willing to provide feedback; Strong contributor to the team's results; Celebrates the individual and the team; Ability to clearly communicate.
- Looks Beyond Oneself
- (Team Player) Demonstrates humility and willingness to recognize and give credit to others; Works well alongside people of different backgrounds and ideas; Builds good relationships with others; Values Distributors and teammates.
- Drives Innovation
- Add value through: Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Listening to and respecting others ideas through collaborating and helping develop those suggestions; Driving ideas forward to implementation.
- Delivers Change
- Delivers Change Through: Adapting to different working environments; Responding positively to change including new duties and assignments.
Qualifications
THE ROLE:
The Employee Technology Experience Engineer II is responsible to provide end-user support of these tools. They act as first point of contact for incidents and service requests for collaboration tools and take ownership to get them resolved by working with other GTDS cross functional team members. Role is a compilation of incident handling, incident escalation and customer care.
HOW YOU WOULD CONTRIBUTE:
- Act as the 1st point of contact for user incidents & service requests for collaboration tools
- Act as the 1st point of contact for offices IT infrastructure and operations support
- Take ownership of service incidents/requests and liaising with other GTS teams to resolve and manage user expectations.
- Create and maintain accurate and concise ticket updates/knowledgebase documentation.
- Maintain and oversee installation, configuration, maintenance and troubleshooting of end user collaboration tools.
- Performs additional duties as assigned
- Participate in modification and continual improvement of collaboration tools.
- Train business and other users on collaboration tool.
- Maintain documentation and licensing requirements for all collaboration tools.
- Build the service reference architecture mappings of the legacy, standard and future state of the collaboration tools portfolio.
- Maintain accuracy of records for IT inventory
- Communicate with vendor in IT requirements, obtaining quotation, processing necessary documents needed for IT procurement
WHAT'S SPECIAL ABOUT THE TEAM:
SUPERVISORY RESPONSIBILITIES:
SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL: (List requirements, including education and experience needed for the job)
Skills:
Required
- Distinctive service and customer orientation
- Strong analytical and problem-solving skills
- Good communication skills
- Must be able to handle multiple tasks and adjust priorities within
- Knowledge of industry standards of multi vendor collaboration tools suites
Certificates / Training:
Experience:
- 3+ years hands-on experience in providing support on end user equipment (I.e : desktop, laptop, mobile devices, conference devices, printers and etc)
- 3+ years in administering multiple collaboration tools and providing end-user support.
- 3+ years level 1 support on server and network infrastructure
- 3+ years level 1 support experience for network equipment and telecommunication equipment
- Preferred: 5+ years in administering multiple collaboration tools and providing end-user support.
- Vendor communication with internet and telecommunication service providers for service escalation
- Vendor communication in IT requirements and IT procurement documents preparation and processing
Education:
- Bachelor's in Information Technology or related field
Principles & Related Competencies:
Ethical
- Complies with policies and procedures; Takes the high road and upholds our values; Maintains confidentiality; Acts with integrity, honesty and respect.
- Leader
- Meets challenges head on to uphold quality standards, productivity goals, and values; Sets an example, building a culture of trust, transparency, and open communication; Is aligned with organizational direction
- Collaborative
- Works cooperatively with others offers and accepts help; Freely shares information as appropriate; Open to and willing to provide feedback; Strong contributor to the team's results; Celebrates the individual and the team; Ability to clearly communicate.
- Looks Beyond Oneself
- (Team Player) Demonstrates humility and willingness to recognize and give credit to others; Works well alongside people of different backgrounds and ideas; Builds good relationships with others; Values Distributors and teammates.
- Drives Innovation
- Add value through: Proposing ideas and creative solutions to employee, distributor and/or customer challenges; Listening to and respecting others ideas through collaborating and helping develop those suggestions; Driving ideas forward to implementation.
- Delivers Change
- Delivers Change Through: Adapting to different working environments; Responding positively to change including new duties and assignments.
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