Lead, Field Services & End User Support
WeWork
Singapore, Region Metropolitana, SG
hace 1 día

About Us

At WeWork, we provide inspiring and flexible workplace solutions to help businesses small, medium or large thrive in more than 150 cities globally.

The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow’s world at work.

Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.

About The Opportunity

WeWork is currently seeking a Lead for the Field Services & End User Support team to support our employees locally and remotely by staying connected to technical support requests.

This role will not be solely focused on any specific area of technology but rather a hybrid of different areas of IT support.

WeWork’s End User Support team provides comprehensive technology services and support for WeWork’s employees in the areas of applications, hardware, infrastructure, and AV.

We focus on providing world-class support to our employees, including hands-on hardware and software support, application administration, and event production.

As a Lead, on the End User Support Team, you will provide AV, Application, basic network infrastructure and Desktop support solutions uniquely tailored to our corporate employees.

Using your knowledge and skills and internal documentation you will diagnose issues, design, plan, or implement a resolution in a timely and appropriate manner.

You’ll have the opportunity to work either independently or with your team and auxiliary support teams to deliver high-impact solutions that are reliable, scalable, and easy to understand.

A successful Lead identifies areas of improvement for the team, thrives under fast-paced, high-pressure environments to ensure employees’ needs are met.

As a successful Lead, your responsibilities will include (though will not be limited to) :

Provide prompt, white-glove AV and technical support to all WeWork employees, including executives and their support teams

Administrator for several enterprises and SAAS applications

Able to support and troubleshoot Apple and Lenovo hardware in addition to HP printers or work with vendors for resolution

Leverage existing, emerging, and innovative Audio Visual technologies to enhance, improve, and streamline existing End User Support Technology processes

Ensure the privacy, integrity, reliability, and security of technology resources used by employees

Maximize the working efficiency of employees through various means such as documentation and user education

Create and maintain documentation for new and existing equipment and processes

Serve as on-site A / V support for meetings and / or events

Provide basic instruction on the operation of A / V equipment to employees as necessary

Provide hands-on support with network issues by working in coordination with auxiliary support teams within the organization (Network Engineers, AV)

Troubleshoot LAN & Wi-Fi network issues at WeWork’s HQ locations

Take part in projects and initiatives to proactively prevent any future downtime for end-users

About You

Does the below sound like you? If so, we’d love to hear from you!

3+ years experience supporting employees in a multi-OS environment (macOS, iOS, Windows 10, Android OS, Chrome OS)

Ability to explain complex technical problems in a non-technical way

Excellent communication and service delivery skills with an emphasis on stakeholder management

Experience with JIRA, Salesforce Service Cloud, Google for Business

Experience with various MDM tools like Jamf, Intune, and AirWatch, etc.

Expertise with AV / VC equipment setup and event support, including cameras, microphones, speakers, projection systems and large format displays

Experience with Google Meet in an enterprise setting is a plus

Experience with VC software platforms (including Google Meet, Google Workspace, Zoom)

A basic understanding of Networking concepts IP addressing, VLAN familiarity, Wi-Fi connectivity / basic troubleshooting

Experience working within a IT / Network closet (IDF / MDF) is a plus and be able to identify network equipment (switches, firewalls, ISP equipment, AV equipment)

Must be able to lift and carry equipment between office locations, when needed

Who You Are and Key Competencies :

Demonstrate responsibility, accountability, empathy, and high emotional intelligence

Ability to think critically and analytically to offer proactive ideas and solutions that influence change

Possess genuine care for people and patience in hearing member concerns, requests, and questions knowing you have the opportunity to shape their experience

Communicate in an open, collaborative way that fosters teamwork

Preferred Qualifications :

Ability to build trust and rapport quickly with employees

ITIL Foundation certificate is a plus

CompTIA A+ and / or Network+ is a plus

We will be prioritising applicants who have a current right to work in Singapore, and who do not require VISA sponsorship from WeWork.

Life At WeWork

Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow.

And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a diverse community that embraces and inspires you because together we can achieve more.

Here we challenge ideas, and explore new ways of getting things done. Whether you are part of ourEmployee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit.

In return, you will be part of a team where your unique perspectives are celebrated.

WeWork is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon gender, sexual orientation, marital or civil status, pregnancy (or pregnancy-related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information (including genetic testing and characteristics), military or veteran status, or any other grounds or characteristic that is protected under the law.

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