Corporate IT Technician- Walk up Support Desk

Responsible for all aspects of technical assistance and exemplary customer interaction support for the Marriott walk up service branded, The HotSpot.  Work as a member of the iT HotSpot team and functions as a technical expert in the laptop and mobile technology areas.  Resolve and make decisions on moderate to complex service requests with limited to moderate risk. Ensure high quality and polished customer service with a retail mindset.

CANDIDATE PROFILE

• Minimum of 1 years of relevant experience working in a walk up center environment
• Minimum 2 years of desk side experience in a professional environment
• Minimum 2 years of hands on experience with installing, configuring and troubleshooting Office 365, IE, Skype of Business, printer troubleshooting. Experience with iOS operating system and Apple technologies
• Bachelor’s Degree, or the equivalent combination of education, technical training, or work/military experience

• Excellent communication skills and problem solving ability
• Demonstrated ability to work independently and with others
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Excellent customer service and interpersonal skills
• Previous experience in the walk up technology centers (Apple Genius Bar)
• Technology related professional certifications
• Familiarity with workgroup and domain environments, and general networking troubleshooting
• Experience in IT customer service environment using Service Now ITSM
• Strong Apple and WinTel technical capabilities
• Working knowledge of server architecture and administration.
• Networking devices and other infrastructure components (to include Wireless technologies).

CORE WORK ACTIVITIES

• Plans, coordinates, and provides on-site technical support and problem resolution to include but not limited to: Windows, Office, Outlook, Apple Mac, iPhone and iPad, meeting management, event support
• Execute duties as part of the Mobile HotSpot team
• Delivers training and awareness seminars for existing Marriott technologies and potential new technologies
• Support technology showcase events at the iT HotSpot
• Provides content for iT HotSpot Tips and Tricks
• Responsible for adhering to established quality control and security protocols
• Builds, leverages, and maintains effective alliances across technical and business community.
• Interacts with customers to achieve efficient, effective results
• Multi-tasks and prioritizes in accordance with business priorities and executive availability requirements
• Records and responds to user queries using the incident management system (SNOW)
• Maintains ownership of customer problems until a mutually satisfactory resolution is obtained
• Escalates technical issues appropriately to other team members or other teams
• Identifies and highlights persistent problems
• Escalates issues to senior members of the team or Executive/HotSpot Support Management
• Works under the direction of senior members of the iT HotSpot Support team
• Participation in team meetings when required