Senior Lead, Technology Service
WeWork
Minato-ku, Tokyo, JP
2 日前

Responsibilities

Responsible for the performance of the IT infrastructure, services and education of the Community Teams in the designated group of WeWork locations.

Primary interface for the Member Technology Team providing a positive experience for WeWork Members through tailored IT solutions and the development and implementation of installation plans

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

Provide prompt response to Member problems and requests while managing and maintaining the ticketing 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 identifying and selling Member IT Services that generate revenue for WeWork

Manage Member IT Services charges to the Members

Manage and engage third party vendors to perform cabling repairs and approved installs

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

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

Coordinate and partner with the Member Technology Business Development Team with the opening of new locations and the provision of services to our Enterprise Members

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

Requirements

Fluency Japanese skill

An associate degree and 5 + 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

Expert knowledge of the operation of Microsoft and Apple based business applications and operating systems

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

Identify and consult with management regarding solutions to particular projects

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