TechBar Technician (H/F) - CDI

The Role

The TechBar Technician for Onsite Support Services (OSS) collaborates within the Global Service Management team to guarantee the successful provision of in-office technology support. This role involves providing on-site technical assistance to colleagues, resolving hardware and software issues that cannot be addressed remotely. Moreover, the TechBar Technician ensures the efficient configuration of technical workspaces and distribution of hardware and IT peripherals.

This position is specifically aligned with a set of Technology Services within the Service Management & Governance group. The primary responsibility is to achieve the successful delivery of services in compliance with WTW standards and contractual agreements with partners. This ensures the fulfillment of business requirements and alignment with company and business segment strategies.

Onsite Support Key Responsibilities:

1. Provide on-site support for live events, conferences, meetings, and presentations. This includes setting up, operating, and monitoring AV equipment during events.
2. Offer technical support to users, helping them operate AV systems effectively. This may include training users or creating user guides.
3. Stay updated with the latest advancements in AV technology and industry trends.
4. Collaborate with other IT teams to ensure the seamless integration of systems and resolve various complex technical issues that cannot be resolved remotely.
5. Execute on the recovery and disposal of hardware while maintaining effective inventory controls.
6. Support the business in aligning existing or new service delivery, support solutions to meet requirements and expectations whilst aligning to company strategies.
7. Provide excellent customer service, ensuring user satisfaction and addressing any concerns promptly.
8. Escalate unresolved or systemic issues to the appropriate IT support teams and follow-up to ensure timely resolution.

The Requirements

1. Minimum of 2-3 years’ experience as an onsite support technician for Local Services (On-site Support Services) Technology Services.
2. Desired Qualifications: Microsoft Intune fundamentals and Microsoft Azure fundamentals.
3. Understanding of Information Technology Infrastructure Library (ITIL) principles for delivering standardized IT services.
4. Strong Customer Service and Communication Skills: Demonstrated ability to assist customers effectively with basic to intermediate English proficiency, ensuring clear communication and a positive experience.
5. Ability to adapt to changing technologies and user needs.
6. Proven ability to resolve and set up hardware to include desktops, laptops, and technical equipment.
7. Previous experience dealing with change delivery of local technical service teams.
8. Previous experience of working with large service providers for the delivery of effective solutions and services.
9. Propagate a culture of excellence, openness, communication, and support.
10. Assist in the ongoing development and implementation of solutions that are appropriate for the WTW environment.
11. Apply technology awareness and associated management skills to guide Service partners and other team members to achieve their full potential.