About the Role
The Executive, Workplace Technology, is responsible for providing timely and effective technical support to company employees, ensuring smooth operation of all hardware, software, and network systems. This role is central to maintaining productivity by troubleshooting IT issues, implementing solutions, and supporting IT infrastructure. The Executive will also collaborate with the IT team on various initiatives to enhance the organization’s technology landscape and deliver a positive, reliable user experience.
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Technical Support and Troubleshooting
- Respond to hardware-specific issues related to physical devices like computers, printers, and mobile devices.
- Install, configure, and repair hardware and peripherals, ensuring device functionality.
- Address a full range of IT support issues, including hardware, software, and network troubleshooting.
- Resolve both device-level and application-level issues for integrated IT support.
Network Infrastructure Support
- Assist in setting up and maintaining network hardware (e.g., routers, switches).
- Troubleshoot basic network connectivity issues, escalating advanced problems to the network team.
- Oversee network infrastructure, managing configurations and security for reliable connectivity.
- Conduct advanced network troubleshooting, coordinating with specialized teams as necessary.
Inventory and License Management
- Maintain inventory of physical IT hardware assets.
- Track the usage and condition of hardware; assist in software compliance as needed.
- Manage both hardware and software assets, ensuring compliance with software licensing.
- Coordinate with vendors on software renewals and organizational policy alignment.
Project and Initiative Support
- Support hardware-focused projects, such as device upgrades and deployments.
- Assist in hardware aspects of larger IT projects, coordinating with ICT for software elements.
- Lead or coordinate IT projects, including software rollouts and network expansions.
- Assess project requirements, plan resources, and ensure smooth transitions in alignment with organizational IT strategy.
Collaboration and Escalation
- Work with technical staff on hardware issues, escalating software or complex issues to ICT.
- Collaborate with both hardware and software specialists, resolving complex technical issues.
- Escalate only high-level issues, leveraging internal and external resources for solutions.
Employee Training and Support
- Provide training on hardware equipment, including device care and basic troubleshooting.
- Develop hardware-focused guides for user assistance.
- Conduct training on software, IT policies, and security protocols, covering both hardware and software knowledge.
- Create comprehensive guides for users, covering IT equipment and application use.
Continuous Learning and Development
- Stay updated on hardware trends, device advancements, and peripheral compatibility.
- Recommend new hardware tools or devices to improve system performance.
- Stay informed on broad IT advancements, exploring new software, network technologies, and security practices.
- Recommend technology strategies to enhance system efficiency and user experience.
