Technology Associate

WeWork - New York, NY3.2

Full-time
About the Role: Technology Associate

Department: Technology Services & Support

Department Goals & Objectives

Delivers outstanding Support and Services for our Members and location-based Member Teams

To exceed Member expectations in the delivery of the core technology components of our Memberships

Deliver additional revenues for WeWork through the sale, installation and support of IT Services

Position Goals & Objectives

To provide “Level 2” support and solutions uniquely tailored to our Members and Team Members. To use your knowledge and skills to diagnose issues and implement a resolution in a timely and appropriate manner.

To offer guidance, on an ongoing basis, to the Community Team Members to provide “Level 1” IT support for Members.

To work collaboratively with the other Technology Teams, (Networking, Audio Visual & IT Business Development) at your WeWork locations.

Proactively ensure that Members issues are, where possible, anticipated and resolved before they happen. Evaluate and educate the Members on IT practices that maximize their working efficiency while at WeWork

Build strong relationships with our Members and Community Teams by using your specialized capabilities and your ability to influence a positive outcome

Responsibilities

Support to the Community and WeWork Members to solve technical issues and implement corresponding solutions

Provide prompt response to Member problems and requests while managing and maintaining the ZenDesk system

Educate and assess capabilities related to IT troubleshooting practices for the location-based Community Teams to ensure they can provide level one technical support to the Members

Responsible for educating Members on IT Services that generate revenue for WeWork

Coordinate and partner with the Technology Networking Services Team with the troubleshooting and resolution of LAN & Wireless Network issues

Coordinate and partner with the Technology Audio Visual Services Team with the configuration, administration and troubleshooting of location-based Audio-Visual equipment

Configuration of network printing resources including printer servers, printers and other peripheral devices

Requirements

An associate degree and 1 + years of technical experience preferred (support, field work, CCNA, etc.)

Demonstrate excellent customer service skills including customer empathy, good customer diplomacy skills, and problem ownership

Ability to use discretion and judgment in evaluating problems and creating solutions for Members

Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users

Knowledge of the operation of Microsoft and Apple based business applications and operating systems

Basic knowledge of data networking principles and architecture

Ability to maintain positive relationships with Members and internal Team Members

Ability to use support tools to speed up problem solving and improve own productivity