Technology Support Training Specialist

SK Battery America • New York, NY

2d • $105,000 - $115,000 • Onsite

About The Position

As a member of the TL&D team, the primary role is to coordinate and conduct technology support training for Local Technology Support across all regions. Training areas include software, hardware, infrastructure, network services, mobile services, audio visual, telephony, and security systems. Works with Local Technology Support Managers and Supervisors to identify training needs and create solutions. Provides mentorship and development programs for all levels of Local Technology Support. Monitors centralized helpdesk for training opportunities and areas of improvement. Coordinates Local Technology Support staff onboarding across all regions and creates a development plan of technology education for each new hire Collaborates with Regional and Local Technology Support Managers & Supervisors for training and continuing education for Local Technology Support staff Produces realistic and attainable skill development goals for Local Technology Support staff Assesses existing instructional lesson plans to conform with current standards for hardware, software, and other Firm processes Collaborates with subject matter experts to update instructional lesson plans on a regular basis Provides feedback to Regional and Local Technology Support Managers & Supervisors and recommends further training, assessment, and follow-ups accordingly Provides continuing education training as requested Meets weekly with Associate Director of Technology Support, Assistant Director of Technology Learning & Development & Global TL&D Manager for updates and discussion Meets weekly with each Regional Technology Support Manager for updates and discussion Ensures the security of the Firm's systems by understanding the risks and ensuring best practices are followed Helps to maintain Firm policies and procedures in relation to computer technology Demonstrates effective interpersonal, written, and verbal communication skills to facilitate effective work relationships with others Demonstrates logic, reasoning skills, analysis, and interpretation to resolve problems Provides weekly status reports to Global TL&D Supervisor Maintains a regular and reliable physical presence to use on-site equipment and conduct in-person training consistent with the needs of the position Manages Firm resources responsibly Complies with and understands Firm operation, policies, and procedures Performs other related duties as assigned

Requirements

• Knowledge of and maintains Firm operation, policies, and procedures in relation to computer technology
• Broad and thorough knowledge of computer hardware and diagnostic techniques
• Able to adapt to different situations, and can cover activities ranging from basic first-line support to assisting with global projects and communications to management
• Assists with administrative responsibilities for internal applications
• Direct experience in providing technology training
• Working knowledge of hardware and software used for building security systems
• Demonstrated experience in providing high-level customer support
• Knowledge of relevant firm computer software programs (e.g., Outlook, Excel, PowerPoint), with the ability to learn new software and operating systems
• Consistent demonstration of advanced presentation skills and preparedness
• Demonstrates close attention to detail
• Ability to handle multiple projects and shifting priorities
• Ability to handle sensitive matters and maintain confidentiality
• Ability to organize and prioritize work
• Ability to work well in a demanding and fast-paced environment
• Must be able to operate independently as well as effectively within a team and understand when to escalate issues
• Flexibility to travel
• Flexibility to adjust hours and work the hours necessary to meet operating and business needs
• Bachelor's Degree in a technical major or equivalent work experience
• Minimum of five years of experience working in technology support with increased responsibilities

Responsibilities

• Coordinate and conduct technology support training for Local Technology Support across all regions.
• Work with Local Technology Support Managers and Supervisors to identify training needs and create solutions.
• Provide mentorship and development programs for all levels of Local Technology Support.
• Monitor centralized helpdesk for training opportunities and areas of improvement.
• Coordinate Local Technology Support staff onboarding across all regions and creates a development plan of technology education for each new hire
• Collaborate with Regional and Local Technology Support Managers & Supervisors for training and continuing education for Local Technology Support staff
• Produce realistic and attainable skill development goals for Local Technology Support staff
• Assess existing instructional lesson plans to conform with current standards for hardware, software, and other Firm processes
• Collaborate with subject matter experts to update instructional lesson plans on a regular basis
• Provide feedback to Regional and Local Technology Support Managers & Supervisors and recommends further training, assessment, and follow-ups accordingly
• Provide continuing education training as requested
• Meet weekly with Associate Director of Technology Support, Assistant Director of Technology Learning & Development & Global TL&D Manager for updates and discussion
• Meet weekly with each Regional Technology Support Manager for updates and discussion
• Ensure the security of the Firm's systems by understanding the risks and ensuring best practices are followed
• Help to maintain Firm policies and procedures in relation to computer technology
• Demonstrate effective interpersonal, written, and verbal communication skills to facilitate effective work relationships with others
• Demonstrate logic, reasoning skills, analysis, and interpretation to resolve problems
• Provide weekly status reports to Global TL&D Supervisor
• Maintain a regular and reliable physical presence to use on-site equipment and conduct in-person training consistent with the needs of the position
• Manage Firm resources responsibly
• Comply with and understand Firm operation, policies, and procedures
• Perform other related duties as assigned
• Provide global training in accordance with the needs of the Firm
• Provide customized training in accordance with specific needs of individuals or groups
• Provide application support for local and Citrix-based applications as assigned
• Provide mobile device configuration support, and end user training
• Provide escalation support for tickets from technology support analysts as assigned
• Maintain Firm operation, policies, and procedures in relation to computer technology
• Adapt to different situations, and can cover activities ranging from basic first-line support to assisting with global projects and communications to management
• Assist with administrative responsibilities for internal applications

Benefits

• Competitive salaries and year-end discretionary bonuses.
• Comprehensive health care (medical, dental, vision), savings plan/401(k) and voluntary benefits.
• Generous paid time off.
• Paid leave options, including parental.
• In-classroom, remote, and on-demand learning and professional development opportunities.
• Robust well-being classes and programs.
• Opportunities to give back and make an impact in local communities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level