Service Delivery Technician
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About The Position
Clayco is a full-service, turnkey real estate development, master planning, architecture, engineering, and construction firm that safely delivers clients across North America the highest quality solutions on time, on budget, and above and beyond expectations. With $7.6 billion in revenue for 2024, Clayco specializes in the 'art and science of building,' providing fast track, efficient solutions for industrial, commercial, institutional, and residential related building projects. Clayco's Service Delivery Team is not your average IT support center: our team members are highly motivated, technically proficient, difference-makers that consistently deliver a white-glove experience to our Clayco team members (including our Executive staff) in need of technical support. As a Service Delivery technician, you will be the first line of support for users who contact our IT Service Desk. You will be tasked with answering incoming phone calls, replying to and documenting support tickets in our cloud ticketing platform (ServiceNow), and assisting team members who walk up to our support area. This will include providing outstanding customer service to our executive staff with a high sense of urgency. Anyone may seem overwhelmed when starting a new job, and that is why we provide in-depth training, detailed documentation in our knowledge base for 90% of the tickets that come in, a Service Delivery group chat for easy collaboration, and a welcoming team environment that encourages questions and provides feedback. The opportunities for learning and growth are immense as our team resolves 80% of the tickets that come in, exposing our technicians to a wide array of technical issues that may occur with software applications, hardware, network, A/V, and phone systems. If a ticket cannot be resolved at our level, our Service Delivery team members escalate to our more advanced support teams where you are encouraged to shadow the resolution. As a member of the Service Delivery team, you will have the opportunity to get hands-on experience working with as well as troubleshooting state-of-the-art technologies and infrastructure.
