Onsite Support and Dispatch Technician#

hace 3 semanas

Perímetro Urbano Medellín, Colombia Willis Towers Watson A tiempo completo

The Onsite Support & Dispatch Technician for Workplace Delivery Management operates within the Global End User & Collaboration Services organization to guarantee the successful provision of in-office technology deployment, maintenance and support. This role involves providing on-site technical assistance to colleagues and resolving hardware and software issues that cannot be addressed remotely. Moreover, the Dispatch Technician ensures the efficient deployment and configuration of technical workspaces and distribution of hardware and IT peripherals.

This position is primarily aligned with a number of End User Technology Services including End User Compute, Meeting Room & AV, and Print services; however, collaboration with other Technology services will be required. The primary responsibility is to achieve the successful delivery of workplace services in line with WTW standards and contractual agreements with partners.

The Role

Onsite Support Key Responsibilities:

  • Provide on-site technical support to colleagues that includes troubleshooting IT hardware, software, and the setup of laptops as required.
  • Install, configure, and maintain in-office workspaces, printers, and other IT peripherals as required.
  • Manage the secure storage, deployment, and return of in-office laptop stock.
  • Collaborate with other IT teams to ensure the seamless integration of systems and resolve technical issues that cannot be resolved remotely.
  • Support the business in aligning new or existing services as well as the delivery and support of solutions to meet requirements and expectations.
  • Effectively manage the supply, distribution, and stock level of IT peripherals within designated locations.
  • Diagnose and resolve technical issues promptly and efficiently.
  • Escalate unresolved or systemic issues to the appropriate IT support teams and follow up to ensure timely resolution.
  • Following a 'Hub and Spoke' model, this role will work very closely with the wider Workplace Delivery Management team. The technician will have a set hub location but will be required to travel to other WTW sites as needed to provide in-office support.
Qualifications

The Requirements

  • Minimum of 2-3 years' experience as an onsite support technician for End User technologies.
  • Desired Qualifications: Microsoft Intune fundamentals and Microsoft Azure fundamentals.
  • Knowledge and experience of ServiceNow ticket management and reporting.
  • Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services.
  • Travel within the local region will be required to provide in-office technical support.
  • Strong face-to-face customer service and communication skills.
  • Ability to adapt to changing technologies and user needs.
  • Proven ability to resolve and set up hardware to include desktops, laptops, and technical equipment.
  • Previous experience of working with large service providers for the delivery of effective solutions and services.
  • Assist in the ongoing development and implementation of solutions that are appropriate for the WTW environment.
  • Apply technology awareness and associated management skills to guide Service partners and other team members to achieve their full potential.

Equal Opportunity Employer


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