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 IT-related incidents and service requests. This role aims to deliver first-line 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 end-users.

· 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, fast-paced environment, delivering support through various channels such as phone, email, in-person, and self-service.

· 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, Wi-Fi, laptops, and desktops.

· Maintain a first-class level of customer service, ensuring all customers are treated efficiently and with respect.

Secondary Tasks:

· Escalate incidents to third-party vendors when appropriate, collaborating with external partners to resolve complex issues.

· Contribute to other IT-related projects as assigned, leveraging technical expertise to support the team's success.

Requirements

Possesses the following traits

● Proven ability to diagnose and resolve complex technical issues.

● Strong analytical and problem-solving 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 2-3 years of experience in IT support or a related field.

● Experience with IT service desk tools and ticketing systems.

● In-depth 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.