IT Specialist

Wella•New York, NY

1d•Onsite

About The Position

We are actively looking for an IT Specialist to support our office based and remote users based out of our New York Office. This role will be focused on end user devices (Laptops, Macbooks, Peripherals) as well as Mobility (iPhone, iPad) support and supporting users with common desktop technologies (e.g. Office 365). You will be also responsible for ensuring a quality support of IT local service to our NY based VIP executives, providing IT support for event management, support for Executive Video Conference/Teams meetings, printing services and any local hands & eyes IT activity across our Offices, Studios and other sites.

Requirements

Strong Customer service skills working with non-digitally aware userbase.
In some locations fluency in the local language will be a critical factor.
Organised when it comes to managing a workload of technical activities
Effective communication skills with end users when global messages need to be cascaded locally to the site
Strong troubleshooting and critical thinking skills when it comes to Incident Service Request Management
Previous working experience in IT support for 5 years, with at least 5 years expertise in Office 365 Tooling (Outlook, Onedrive, Sharepoint, Teams etc…)
Degree in Computer Science or Management Information Systems
In depth knowledge of Windows, Intune, Mac OS, Microsoft Office 365, AD, Apple Business Manager and other desktop related technologies.
VIP support experience
ITSM tools (ServiceNow or similar) is a plus, including queue management
Willingness to learn, observe and take direction
Be able to lift upwards of 50 lbs

Nice To Haves

Previous experience in supporting and troubleshooting Lenovo laptops a plus.
Previous experience in supporting and troubleshooting iPhone and iPads.

Responsibilities

Responding in a timely manner to IT service issues and requests across Offices & Studios in respective region.
Provide technical assistance with computer hardware and software related issues raised by user community in line with agreed SLAs.
Resolve issues for users in region remotely via phone/Microsoft Teams if user not based on site.
Managing & Configuring computer hardware, software, systems, networks, printers, and scanners as required as part of IT project activity (e.g Office Moves, Site Power downs etc…).
Provide introductory on-line / in-person training for newcomers.
Create and maintain tips and tricks solutions and run digital awareness training sessions for users on tooling such as Office 365, Wifi, Zscaler etc.
Support Onsite Video Conferencing Rooms and large events
Support Execs at Offsite events with IT issues, as necessary.
Escalate and coordinate resolution of user issues/requests with local 3rd party IT suppliers (Xerox engineers, AV/VC, Lenova Engineers…)
Escalate issues/requests with global 3rd party partners on behalf of local users as needed (e.g Accenture Service Desk & Resolution teams)
Act as IT representative and single point of contact when broader IT Operations teams require physical “hands & eyes” presence (Networks, Cyber, Infrastructure Hosting, Legacy Applications) for incident management.
Act as a Host for 3rd part engineers visiting site as part of IT service resolution