MyTech Associate
Unison Industries
Spain
hace 1 día

Essential Responsibilities

In this role, you will :

  • Act as IT concierge service to provide end users skilled troubleshooting for all their open IT issues
  • Focal point for customer interaction and support for all local IT issues including client, mobility, wireless, AV, conference room, Telepresence and physical connectivity
  • Manage onsite inventory of PCs and mobile devices including lockable storage and the return or receipt of devices to / from a central depot or OEM
  • Provide support to remote users through the telephone or Skype session including screen sharing or direct access to the user’s machine
  • Maintain / resolve all open incidents / tasks within ticket queue in a timely manner
  • Partner with Digital Workplace Solutions Premium Experience Team on new technology introduction projects to ensure the campus is prepared to deploy and support the new solutions
  • Onsite hands and eyes support for other IT teams
  • Ensure all business policies and standards related to client services and IT security and compliance are being met
  • Perform all other duties as specified by leadership team
  • Drive and deliver a customer service approach for IT support issues for Corporate and on-site clients, using any available tools and resources
  • Analyse and resolve complex hardware and software issues
  • Be a resource and guidance for customers with regards to Digital Workplace Solutions Premium Experience Team policies and procedures
  • Establish working relationships with customers
  • Anticipate, identify and resolve problems, applying knowledge in complex, difficult or stressful situations
  • Communicate, orally and in writing, technical information to audiences at all levels of the organization
  • Be a participative member of various teams
  • Role Summary / Purpose

    The MyTech Lounges are a site-based walk up’ service for users to get support for their IT services or devices. Agents on the MyTech Lounge will be based at a desk, and provide support to the site location focusing on customer service & prompt incident ticket resolution.

    Working as part of a team at the MyTech Lounge while being the direct liaison with end users to troubleshoot & resolve their open IT issues.

    Qualifications / Requirements

  • Bachelor's Degree in Computer Science, Information Management or other technical / IT field OR or equivalent knowledge or relevant IT work experience
  • Some experience with client (PC) technologies and support services
  • Legal authorization to work in the European Union or specific country is required. GE will not sponsor individuals for employment visas, now or in the future, for this job
  • EU work permit
  • Must be willing to work out of the office where the specific MyTech Lounge is located
  • Fluent written and spoken Spanish
  • Good written and spoken English
  • Desired Characteristics

  • Technical Expertise :
  • Windows 7 and 10
  • MAC OS
  • Skype Meeting and Skype Broadcast
  • AV Cisco Telepresence equipment
  • Business Acumen :

  • Customer oriented and focussed on execution and strong listening skills
  • Effective problem identification and solution skills
  • Experience in mission critical IT operations support environments
  • Ability to develop and follow procedures
  • Ability to manage multiple, simultaneous tasks, client relationships and expectations
  • Strong team player collaborates well with others to solve problems and actively incorporates
  • Ability to effectively interface with all levels of the organization and external customers
  • Experience working in a global organization
  • Proven analytical and organizational ability
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