IT Specialist (Tech Guru)

Job Title: Tech Lounge Guru

Position Responsibilities:

The Tech Lounges at Ford are a ground breaking, creative, fun and rewarding place to work. There are 13 Tech Lounges globally providing a walk-in facility for employees to come and talk to 'Gurus' to resolve technical problems and ask 'How do I...' type questions.

We are looking for a consultant with customer service experience to provide face to face IT support to our employees in our Tech Lounge based at Dunton, Essex. In this role you will be part of an energetic and motivated team providing support by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities. The aim is to improve end user productivity, improve employee satisfaction and contribute towards a 'vibrant' organization by empowering our employees and showcasing new and innovative products.

Dunton Tech Lounge Guru:

· Direct Face-to-Face customer support for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all Digital Worker provided services.

· Provide walk-up and Deskside support for a given coverage area.

· Improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities.

· Partner, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution and, if necessary, root cause identification.

· Manage customer queues.

· Develop and maintain accurate support documentation.

· Identify potential escalations and proactively alert Tech Lounge Lead as needed.

· Provide ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.

· A strong desire to continuously learn, and share learnings with others.

· Overall, provide a world-class employee support experience with an exceptional emphasis on quality resolutions and customer support.

Qualifications & Key Skills

• · 1-3 years in a corporate IT department providing end user support across a wide range of environments.

• · Strong customer service/consulting/training skills.

• · Proven ability to work together with global IT teams, colleagues and partners.

• · Excellent networking and relationship building skills.

• · Process oriented with problem solving skills.

• · Proficient in Microsoft Office applications, Mobility Devices and Windows operating systems.

• · Experience with multiple infrastructure environments and understanding their relationships (e.g. operating system, hardware, data center, security, network, voice, mobile devices, end user and server/ web related applications).

• · Bachelor’s degree in Computer Science, Business Administration, information Systems or another field with related work experience.

• · Certifications: Hardware such as A+ or equivalent, Microsoft – MCSA Windows 7, 8 or 10, Network such as CCNA or CCNP.

• Additional Information

The position reports functionally to the Tech Lounge Supervisor in the US with an in-country Supervisor responsible for all personnel items. A work rota is managed to ensure that coverage is provided for the full opening hours of the Lounge and an optional uniform (dress shirt and polo shirts) will be provided. Applicant must have a valid driver’s license Job type: Contract Reference: 24-00048