Job Description

Support Technician - Nashville, 37201, United States of America

How you'll LEAD:

The objective of this role is to provide professional and timely support for a wide range of Technology, software, and conference systems within a global organization. The role requires excellent technical and interpersonal skills as well as a commitment to supporting our team values: Being of service to our clients; having a passion for our work; exemplifying integrity in all that we do and acting with courage by doing the right thing for our clients and business.

The role requires interpersonal skills to complement their technical knowledge and skills, someone who can empathize with the client’s perspective and simplify technical information, a sense of urgency and a strong desire to provide outstanding service

The service provided is high visibility front line and remote support end user support at our offices or via hybrid working but may also cover other locations and offices as required.

How you'll CREATE:

• Provide support by diagnosing and solving hardware or software faults and troubleshooting technology issues

• Talking clients through a series of actions, either face-to-face, via telephone or via remote support tools, to help resolve issues or configure systems

• Install and configure computer and VC hardware and software

• Support the roll-out of new applications, tools, and services

• Work with and provide support to other Global Tech and local IT teams

• Video conferencing maintenance, setup, and support

• Engage with vendor support as required

• Follow standard procedures and written instructions to repair faults or set up computer systems and VC equipment

• Maintain and update support information and actions in the Tech Ticketing system, including procedural documentation, knowledgebase updates and relevant reports

• Moves and Changes : Ad hoc and Planned relocations of IT equipment

• The ongoing update of additions, deletions, and movement of IT equipment asset registers for Hardware and Mobile Devices.

• Ability to work cross functional with the Global Service Desk team to help provide support and mentoring when needed.

• To carry out any other reasonable instruction as directed by the Support Tech Manager .

Bring your VIBE:

• Strong interpersonal skills and the ability to work effectively across all levels of the organization and handle each request with discretion, tact, diplomacy, and patience

• Strong analytical / technical problem solving and troubleshooting skills across the wide range of technology 

• Strong knowledge of Windows operating systems and Microsoft Office Suite of products

• Building and Configuring Computers using Microsoft SCCM/InTune/JAMF

• Strong Mac and PC hardware troubleshooting and deployment skills

• Strong software application installation/troubleshooting skills

• Familiarity with installing and supporting various third-party software

• Understanding of basic networking and network troubleshooting

• Familiarity with AV and video conferencing standards, practices, and technology

• Working knowledge of ServiceNow

• Respond within agreed time limits to incidents and service requests

• Work continuously on a task until completion (or escalating to another group where appropriate)

• Manage multiple cases with changing priorities

• Establish a good working relationship with customers and colleagues within Global Tech

• Represent Global Technology with professionalism always demonstrating Global Technologies values

• Strong oral and written communication skills

• Comfortable working with both PC and Mac platforms across a variety of operating systems

• Minimum 2 years' experience supporting multiple operating systems in a Microsoft Active Directory/0365 environment (medium to large office)

• Previous experience of supporting Apple hardware and software including JAMF, MacBook, iMac, iPad, iPhone, Mac OS, iOS)

• Previously worked as part of a team, collaborating effectively with colleagues and team members across IT

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