Role Summary

Do you eat, sleep and dream customer service excellence? Do you also love to understand how technology works, and most importantly – how to fix it! Join the Watches of Switzerland team 1^st line support team and take ownership of giving our associates an IT support experience that is usually only reserved for our clients. On a day-to-day basis you will be handling technical enquiries from retail and support colleagues, as a first point of contact.  You will advise on the resolution of issues that fall within your remit and escalate other issues within the wider IT team or external support providers.

As a company we are in the process of moving onto the ManageEngine platform and are looking for a brilliant candidate to help work within the US based team. You and your colleagues will be responsible for year-round, coast-to-coast support across our luxury retail stores and offices. You will receive training from an existing 1^st line support team based in the UK, and you will be surrounded by colleagues in our US office who act in a 2^nd line support capacity.

Responsibilities

• Participating in 1^st line support calls and emails.
• Take responsibility for 1^st line support issues till resolution.
• Build your own personal IT knowledge and skills.

Requirements and skills

• 3 to 5 years’ experience in a similar role.
• In-depth knowledge and understanding of MS Office 365 including Teams, SharePoint, Outlook, and other related products.
• Minimum 2 years college degree.
• Printers and printing troubleshooting experience.
• Windows 10/11 application support.
• Excellent troubleshooting/customer service skills and telephone manner.
• Excellent written and verbal communication skills.
• Experience of providing IT support using remote desktop tools.
• Experience of, and ability to work independently in a rotational shift pattern covering 7 days a week.
• Active Directory maintenance experience.
• Understanding of data networks.
• Understanding of VOIP telephone systems and lines, experience with Ring Central is a plus.
• Windows Server maintenance.
• Previous experience of ManageEngine/ServiceNow preferred.
• iOS and Android device setup and maintenance.
• Microsoft Intune administration.
• Team worker and multitasking.
• JAMF experience is a plus.
• A+ certification, Network+ certificates are a plus.