Tech Experience Associate II

Tech Experience Associate II

Tech Experience / Tech Success / Global Technology Excellence

JOB SUMMARY: The Tech Experience Associate provides proactive and comprehensive IT support to employees and clients serving as the central point of contact for all ITrelated incidents and service requests. This role aims to deliver firstline support and exceptional customer service while ensuring continuous service delivery.

We are seeking a proactive and dedicated individual to join our team as a Tech Experience Associate. If you are passionate about delivering outstanding IT support and contributing to a positive tech experience for our employees and clients we encourage you to apply.

RESPONSIBILITIES

Main Tasks:

Handles more complex issues than Tier I often escalating unresolved problems from Tier I technicians.

Diagnoses and resolves a wider range of technical problems using advanced troubleshooting techniques.

Provides technical guidance and solutions to endusers.

Maintains a strong understanding of various IT systems and applications.

Proactively resolve support requests while ensuring high customer satisfaction and meeting service level agreements.

Work in a dynamic fastpaced environment delivering support through various channels such as phone email inperson and selfservice.

Configure devices for onboarding employees ensuring smooth integration into the IT environment.

Take ownership of issues and conduct problem analysis to implement temporary or permanent fixes aiming to restore service promptly.

Escalate incidents to other support teams when necessary collaborating with internal resources to ensure timely resolutions.

Accurately record update and document all requests in the IT service desk system maintaining thorough and organized records.

Install and configure new IT equipment ensuring compatibility and functionality.

Upgrade and resolve incidents related to different types of software and hardware including printers copiers scanners WiFi laptops and desktops.

Maintain a firstclass level of customer service ensuring all customers are treated efficiently and with respect.

Secondary Tasks:

Escalate incidents to thirdparty vendors when appropriate collaborating with external partners to resolve complex issues.

Contribute to other ITrelated projects as assigned leveraging technical expertise to support the teams success.

Requirements

Possesses the following traits

Proven ability to diagnose and resolve complex technical issues.

Strong analytical and problemsolving skills.

Excellent communication and interpersonal skills.

Ability to work independently and as part of a team.

Excellent time management and organizational skills.

Strong dedication to delivering exceptional customer service.

Must Haves

Minimum 23 years of experience in IT support or a related field.

Experience with IT service desk tools and ticketing systems.

Indepth knowledge of IT infrastructure and various technologies (networking operating systems applications).

Familiarity with incident management best practices.

Leadership qualities and the ability to mentor others.

Diploma or Bachelor s Degree in IT related discipline.

Solid understanding of hardware components and troubleshooting.

Must be willing to work hybrid and full onsite to different offices of Booth and Partners 24/7 shifting schedule with minimal coverage during holidays and weekends.

Must be willing to be assigned on different sites

Good to Have

With basic knowledge in RFID Biometrics and CCTV Systems.

Relevant certifications (e.g. CompTIA A Microsoft Certified Desktop Support Technician (MCDST)) are a plus.