Client Support Services III | Corporate IT | LRLGJP00007144 | NJ

Overview

Key Responsibilities
• Detail-oriented, organized and customer focused
• The role requires a passion for Customer Service and expertise in IT onsite and remote support and delivering world class service to the L’Oréal business
• Ability to build relationships with the users in order to meet their IT support requirements and deliver an exceptional client experience
• Provide White Glove Support for Executive members of the client base as needed
• Contribute, share knowledge, and provide feedback to update existing processes to streamline support as business requirements.
• Provide 2nd level infrastructure support. Other support will be provided at the Americas Zone level
• Strong analytical business skills, technical competence, communication, and leadership skills
• Experience with multi-tasking and capable of resolving complex problems
• Proactively identify, document, and escalate as needed issues and requests to limit downtime, maintain a stable technology desk-side environment
• Continuously explore to enhance the support services including case management and overall team workflow to provide the best possible customer experience and higher customer satisfaction
• Drive customer escalations to a logical closure to help boost customer satisfaction scores
• Balance competing priorities and maintain the ability to shift focus quickly in response to critical business and customer needs
• Experience in asset depot processes and workflow
• Maintain physical inventory of company IT equipment and mobile devices accurately for site
• Strong operational understanding of MS Office Suite and Teams
• Ability to support large conference rooms/meetings and their respective technologies including Microsoft Teams Rooms and Crestron meeting rooms
• Ability to work independently and with a team
• Ability to Multi-Task while working on various projects and issues as they arise
• Assists with the imaging, installation, configuration, and ongoing usability of computers, peripheral equipment and software within established standards and guidelines
• Works with other IT teams as appropriate to determine root causes and resolve problems received from clients
• Provide level 2 desktop support including but not limited to Windows, MS Office (O365), macOS, and proprietary systems
• Ability to quickly become proficient in new systems and to adapt to new evolving business requirements
• Communicating up and out on IT issues may arise so all team members are made aware as well as management as well as keeping all levels of management informed on progress
• Pursues training and development opportunities; strives to continuously build knowledge and skills needed to support the business, shares this expertise with others
• Assist in identify key metrics that can help improve efficiencies for local teams when identified
• Work closely with the corporate teams in support of projects and troubleshooting
• Provide documentation and mentoring as required for all systems supported
• Ability to cross train and mentor new contract staffers on systems
• Ability to travel to different sites as needed by business
• Take technical lead on any project as required by the project manager
• Participate in project discussions as required by the team
• Excellent written and verbal communication skills

Requirements
• Minimum 5+ years of IT experience with 1 year experience managing/leading teams in a multi-office environment and remote support environment
• Strong communication, critical thinking, and organization skills
• Strong attention to detail, making and keeping commitments
• Solid technical background in a broad range of Microsoft-based IT disciplines, including some knowledge of infrastructure and architecture, server, storage, network, and project management
• Experience with Windows servers, Active Directory, LAN/WAN, network routers and switches
• Excellent written and oral communication skills, ability to present ideas in user-friendly manner
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks
• Manage IT assets including software and hardware
• Knowledge of full lifecycle management
Ability to work independently and with a team

The target hiring compensation range for this role is the equivalent of $33.67 to $37.41 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.
Additional benefits offered may include; medical health insurance and dental insurance, life insurance, and eligibility to participate in 401k plan with company match.