Sr. Deskside Technician

Market

Full Time

  • No Travel Required

Skills

VIPtechbarAppledesktop repaircomputer repairtroubleshootwhite glove serviceiOSmobile devicesPC repair

Job Description




Become a Part of the NIKE, Inc. Team



NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it"s about each person bringing skills and passion to a challenging and constantly evolving game.



SECTION 1: WHO ARE WE LOOKING FOR

We are looking for a VIP Senior Deskside Technician. This role is part of our elite VIPers Deskside support team that provides technical support and expertise to our Nike Vice Presidents and their administrative assistants. This team works in a total contact ownership model that includes receiving direct intake from our executives and working every incident or request through to fulfillment. This team is responsible for <15 min response time and >80% first contact resolution.



We are looking for someone that is technically proficient across multiple hardware, software, and operating systems. This person will be able to professionaly communicate with both highly technical engineers, architects, and leaders as well as non-technical leaders and cross functional team members. This person must be able to work collaboratively as part of a team, as well and independently driven to seek more opportunities to improve service delivery, when there are no outstanding tasks.



SECTION 2: WHAT WILL YOU WORK ON

If this is you, you"ll be working with a team of technicians that support our Nike Vice Presidents. You will be working directly with them and their assistants to solve technical problems, answer technical questions, and pro-actively monitor the environment and end points to ensure technology works for them.



A typical day/week looks like you monitoring intake channels (phone calls/texts/emails/slack/tickets) to quickly respond to any question or problem our executives or their admins have with technology. You will work remotely and face to face to assess the situation, apply your skills with the knowledge of our environment to resolve or escalate to get a resolution and restore service or provide the information. You will work a M-F day time shift and cover a rotational oncall to ensure our executives have access to support 24x7x365.



You will monitor alerts and dashboards and take pro-active measures to ensure technology changes, security threats, and system issues do not cause interuptions to the executives or their admins. You will provide critical input and ideas on how to continue to innovate, automate, and evolve technology support to improve the overall experience our executives have with technology.



SECTION 3: WHO WILL YOU WORK WITH

This is the Nike matrix: You will work side by side with other VIPers that share in the responsibility of providing elite tech support to our VP executives. You will also work closely with our SEALS (Senior Executive and Liaison Support) team that supports our Executive Leadership Team, whom the Vice Presidents report. You will be working in the Deskside Services team that provides all onsite support across the globe via Technology Performance Bars and end user equipment through our multiple depots world wide. While you will work with many cross-functional teams, your main relationships will be with our Core Engineering team to discuss problems with the platform or trends that need their expertise, as well as Service Desk and the greater Deskside teams to provide assistance and collaborate on ways to improve service delivery. From a customer perspective, you will mainly with with admin assistants and the VP"s directly to provide training and guidance on all aspects of technology.



SECTION 4: WHAT YOU BRING

To obtain this position, the following skills/qualifications are required:

Expertise in supporting End User Computing hardware and software, including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, and VDI.Experience in documenting, tracking and monitoring the incidents and problem(s) to ensure a timely resolution in ServiceNow, Remedy or similar ticketing systems.Must have deep subject manner expertise in hardware, peripherals and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, add, moves and changes) and ad-hoc support for technology users. Experience using ARS, Active Directory, SCCM, JAMF, Nexthink, and similar tools to support first contact resolutionExperience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring.Must be able to manage and organize your own workload and utilize your resources to ensure the Executive issues and requests are resolved. Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environments Experience following policies and guidelines on security and confidentialityFocused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives Excellent communication, interpersonal and analytical skillsMust be able to communicate the concept behind the problem/resolutions to Nike ExecutivesApplies best practices and knowledge of internal/external business challenges to improve processes and services Experience performing system administration responsibilities within an enterprise environment.Experience supporting end to end technology services and solutionsExperience supporting Audio Video Conferencing technology and Live Meeting Streaming

Required Qualifications:Bachelor's degree in Computer Science or related field or +2 years" additional experience5+ years' experience in a Deskside Support role with at least 3 years face to face support.5+ years supporting MAC and Windows platformsExpertise with MS Office suite, including OutlookTier 2+ level networking skills (VLANs, DHCP, DNS)Experience providing support within a Fortune 500 global companyExperience supporting C level executives





Preferred Qualifications:Industry Certifications like A+ and ACMTDesktop Support or Customer Service CertificationsITIL Foundations CertificationBaseline OEM Certs / Hardware Repair CertsExperience with Service Now ITSM Tool Suite