WeWork is currently seeking an IT Manager & Corp IT for its Building Technology team. This role will work directly with the Operations team and the local WeWork teams.
As a Lead, on the End User Support Team, you will be a part of the local IT team & provide AV, Application, basic network infrastructure and Desktop support solutions uniquely tailored to our corporate employees. Using your knowledge and skills and internal documentation you will diagnose issues and implement a resolution in a timely and appropriate manner. You’ll have the opportunity to work either independently or with your team and auxiliary support teams to deliver high impact solutions that are reliable, scalable, and easy to understand.
In this role, your responsibilities will Include, but won’t be limited to:
– Provide prompt, white-glove AV and technical support to all WeWork employees & members
– Administrator for several enterprise and SAAS applications
– Able to support and troubleshoot Apple and Lenovo hardware in addition to HP printers or work with vendors for resolution
– Leverage existing, emerging, and innovative Audio Visual technologies to enhance, improve, and streamline existing End User Support Technology processes
– Ensure the privacy, integrity, reliability, and security of technology resources used by employees
– Maximize the working efficiency of employees through various means such as documentation and user education
– Reading and interpreting room diagrams with respect to A/V setups.
– Own monitoring and triage of all AV related requests and tickets for WW’s Corporate AV systems
– Troubleshooting A/V equipment when there are technical questions or problems related to A/V equipment and identifying appropriate solutions.
– Serve as on-site A/V support for meetings and/or events
– Provide basic instruction on the operation of A/V equipment to employees as necessary.
– Provide hands-on support with network issues by working in coordination with auxiliary support teams within the organization (Network Engineers, AV)
– Troubleshoot LAN & Wi-Fi network issues at WeWork’s locations
– Take part in projects and initiatives to proactively prevent any future downtime for end users
2+ years experience supporting employees in a multi-OS environment (MacOS, iOS, Windows 10, Android OS, Chrome OS)
– Experience working in a client-facing role
– Ability to explain complex technical problems in a non-technical way
– Excellent communication and service delivery skills with an emphasis on stakeholder management & reporting
– Experience with JIRA, Salesforce Service Cloud, Google for Business, OKTA, AirTable, etc
– Expertise with AV/VC equipment setup and event support, including cameras, microphones, speakers, projection systems and large format displays
– Proficiency with integrated AV/VC systems such as digital signage, control systems, DSPs, AV mixers and switchers (an understanding of and/or the ability to take direction from specialized support teams is the expectation)
– Strong analog and digital troubleshooting skills that include an understanding of signal flow, signal routing, network topology and network addressing
– A basic understanding of Networking concepts – IP addressing, VLAN familiarity, Wi-Fi connectivity/basic troubleshooting
– Experience working within a IT/Network closet (IDF/MDF) is a plus and be able to identify network equipment (switches, firewalls, ISP equipment, AV equipment)
– Ability to maintain a flexible schedule for potential local travel
– Proficiency in reading and interpreting floor plans, technical drawings and specifications
– Ability to prioritize, manage multiple projects, and execute in a fast-paced and dynamic environment with a strong work ethic and ownership mentality
– Committed to continuous improvement and optimizing productivity
