We are seeking a proactive and customer-focused Tech Bar Engineer to join our Technology Service Delivery team. This role is pivotal in providing first-line technical support through our walk-up Tech Bar service. You will be the first point of contact for associates experiencing Technology issues, delivering quick resolutions, effective triage, and accurate incident logging.
Key responsibilities are:
* Provide 1st line support for walk-up users at the Tech Bar.
* Diagnose and resolve common technical issues on the spot (first-time fixes).
* Triage more complex issues and escalate appropriately.
* Log incidents and service requests accurately in the ITSM system.
* Deliver exceptional customer service and maintain a professional attitude.
* Educate associates on basic troubleshooting and IT best practices.
* Maintain the Tech Bar environment and ensure it is welcoming and efficient.
You should have the following experience:
* Strong working knowledge of Office M, Windows 11, iOS, and Android platforms.
* Experience in a 1st line support or service desk environment.
* Excellent customer service and communication skills, both verbal and written.
* Ability to work independently and manage multiple walk-up queries.
* Good problem solving and troubleshooting skills.
* Familiarity with ITSM tools (e.g., ServiceNow, Remedy) is a plus.
* ITIL Foundation certification is desirable but not essential.