Sr Lead, Field Services & End User Support – Key Accounts
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Sr Lead, Field Services & End User Support – Key Accounts

WeWork

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Sr Lead, Field Services & End User Support – Key Accounts

About the job



Senior Technology Lead | Field Services & End User Support – Key Accounts | New York, New York

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:

Department Goals & Objectives

  • Plans, strategizes, configures and delivers outstanding Support and Services for our Members and location-based Community Teams

  • To exceed Member expectations in the delivery of the core technology components of our Memberships

  • Leverages existing, emerging, and innovative technologies to enhance the Member Experience and improve / streamline technology services processes

  • Identify and deliver additional revenues for WeWork through the sale, installation and support of IT Services



Position Goals & Objectives

  • To provide in-person and remote support for all Key Accounts buildings/members in Tri-State, and implement solutions uniquely tailored to WeWork Key Accounts Members. 

  • Use your knowledge and skills to diagnose issues and to design, plan, or implement a resolution in a timely and appropriate manner.

  • To work collaboratively with other internal technology teams, (Networking, Audio Visual, etc.) to resolve issues at your local WeWork locations, both remotely and while on-site.

  • Monitor the availability and reliability of the WeWork technology infrastructure. Using your unique skills, identify opportunities for optimization, and if needed, partner with other Technology Teams to design, plan and implement a resolution.

  • Proactively ensure that Members’ issues are, where possible, anticipated and resolved before they happen.

  • Evaluate and educate the Members on IT practices that maximize their working efficiency while at WeWork

  • Identify chronic or recurring IT issues, and work with the other technology teams to find the best resolution

  • Build strong relationships with our Members and Community Teams by using your capabilities and communication skills to create a positive outcome to any issues that may arise

  • Act as a guide and mentor to the team members who have less experience in the field



Responsibilities:

Pre Move-In & On-Boarding

  • Work closely with Network Engineers and Member Solutions to ensure the chosen technology requirements are delivered prior to move-in days

  • Assist members with setups and configuration of technology within their space (i.e. racking equipment, IT services setup, etc.)

  • Lead member training and information sessions on the technology offered by WeWork within their office

  • Ensure member’s IT expectations are met for Day 1 items

  • Ensure WeWork/Member infrastructure setups are properly documented for future support situations and our internal reference



Post Move-In

  • Follow up with internal project managers to ensure that all Day 2 items are delivered 

  • Support members with all technology requests and/or issues through the Salesforce system (For HQxWe – tiers 1, 2, and 3)

  • Increase member retention by conducting quarterly check-ins for technology health checks with member’s IT contact

  • Work with Member Success team to ensure their members’ technology needs are being met

  • Act as the voice for Key Accounts/HQxWe members, providing feedback to improve the experience

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

  • Provide prompt responses to Member problems and requests through tickets in the Salesforce system, and prompt responses to internal WeWork teams via Slack

  • Educate the local Community Teams to ensure they can provide level one technical support in conference rooms and to Members when the IT team is not on-site 

  • Limited selling of Member IT Services that generate revenue for WeWork

  • Engage and manage third party vendors to perform on-site and remote IT work when needed

  • Partner with the Network Services Team to troubleshoot and resolve LAN & Wireless Network issues

  • Coordinate with the AV Team for the configuration, administration and troubleshooting of location-based AV equipment

  • Troubleshoot network printing resources, including print servers, printers, and other peripheral devices



Requirements

  • An associate degree and 4+ years of technical experience preferred (IT support, field work, certifications, etc.)

  • Strong written communication skills to communicate with users via our ticketing system

  • Strong in-person social skills to communicate with members and Community Teams while in buildings, when troubleshooting and helping members.

  • Ability to multitask

  • Skilled relationship manager

  • Demonstrate excellent customer service skills including customer empathy, good customer diplomacy skills, and problem ownership

  • Experience working within an IT (IDF/MDF) closet. You possess the ability identify networking equipment and relay technical information to auxiliary support teams

  • 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 networking principles and architecture

  • Ability to maintain positive relationships with WeWork members and internal teams

  • Ability to use support applications and hardware to problem solve and improve productivity

  • Identify and consult with management regarding solutions to projects



Preferred 

  • Comptia A+ and/or Network+ certification (or similar certifications) is preferred



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 our Employee 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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Sr Lead, Field Services & End User Support – Key Accounts

New York, NY, United States

Full-time, Indefinite

Start Date:

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