Work hours: 6:00 AM to 5:00 PM PT (Work in Shifts) [During training, timings will be from 8:00 AM to 5:00 PM. Post training, expectation is for the consultant to be flexible to a slightly earlier start. The expectation is 5 days a week, on-site.]
Summary: • You’ll be the frontline expert solving user issues, managing escalations, and ensuring high availability of workplace technology. This role ensures tickets are resolved e iciently and user experience remains exceptional. • Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly responsive service for time-sensitive or sensitive tech needs, in person and remote.
Reasonability: • Resolve IT tickets related to applications, devices, access, and infrastructure. • Provide proactive, high-discretion support for executives’ issues and requests. • Escalate complex issues to L3 or engineering teams as needed. • Document recurring fixes and contribute to the support knowledge base. • Analyze support trends to recommend automation or process improvements. • Provide incident response and root cause analysis when required. • Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up. • Perform remote and on-site support using e icient troubleshooting methods. • Test and deploy hardware/software for new setups, break-fix, and MAC tasks. • Deliver white-glove customer service across all support channels. • Proactively engage users to identify and resolve potential issues early. • Follow up to ensure user satisfaction and issue resolution. • Maintain and update internal and customer-facing documentation. • Track and log issues thoroughly in the service management system. • Identify recurring problems, propose solutions, and test new technologies. • Lead end-user technology projects including migrations, deployments, and new tool rollouts.
Requirements: • 5+ years in IT support, preferably in investment or financial environments • Strong understanding of Windows/MAC OS, hardware lifecycle and deployment, imaging, networking, AD, O365, Entra ID, AV conference rooms, MDM, Powershell, ticketing systems • Passion for improving user experience and supporting high standards • Reliable, hardworking, and moldable member of a team
Numbers & Facts
Location
San Jose, CA
Job Type
Full-time
Skills
Apple Macsunmatched
Automationunmatched
C-Level Managementunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Documentationunmatched
Hardware Quality Assuranceunmatched
Identify Issuesunmatched
Incident Responseunmatched
Knowledge Baseunmatched
Mac Operating Systemunmatched
Microsoft Windows Operating Systemunmatched
On Site Supportunmatched
Problem Solving Skillsunmatched
Process Improvementunmatched
Resolve Customer Issuesunmatched
Root Cause Analysisunmatched
Software Administrationunmatched
Technical Supportunmatched
Trend Analysisunmatched
User Interface/Experience (UI/UX)unmatched
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