Territory Technology Lead

We are looking for a Lead, Territory Technology to support the service delivery of WeWork IT & AV infrastructure in the territory. This role will be focused on supporting a territorial and local team in working with a variety of stakeholders to ensure our Members are delivered a seamless and memorable Technology experience.

Responsibilities

Work within a cross-functional team on WeWork Technology escalations, including responding to escalations, coordinating vendors & internal teams, and follow-up through to resolution; Assist with monitoring the availability and reliability of the WeWork technology infrastructure within the territory and ensure all correct processes are being followed in the event of an incident; Engage vendors to ensure best-in-class support and service, including ensuring compliance of KPIs, SLAs and other performance measures; Troubleshoot and respond to support requests as/when needed; Responsible for the reporting of Technology related Opex Costs and Revenue and tracking Member Technology-related NPS in the territory; Responsible for the administration of documentation on technical services and assets, perform service acceptance for each project in the territory; Seek to exceed Member expectations in the delivery of the core technology components of Memberships; Work with vendors to conduct Planned Preventative Maintenance Activities to proactively identify and resolve Technology issues; Engage third party vendors for operational projects and approved installs/removals; Coordinate and partner with Service Desk, NOC and Network Engineering teams for troubleshooting and resolution of LAN & Wireless Network issues; Educate and assess capabilities related to IT troubleshooting practices for location-based Community Teams to ensure they can provide level one technical support to Members; Drive continuous improvement using existing, emerging, and innovative technologies to enhance Member Experience and improve/streamline technology services processes; Proactively ensure that issues with in-building technology are anticipated and resolved before they happen; Support mission-critical infrastructure for Corporate employee locations and partner with internal and external teams for expedited resolution; Ability to be on-site and occasionally travel between multiple sites within the territory as needed

Requirements

Demonstrable understanding of Networking; Ability to use discretion and judgment in evaluating problems and creating solutions for Members; Ability to build positive relationships with Members and employees by using specialized capabilities to ensure a positive outcome including fostering teamwork and collaboration within direct team and internal/external stakeholders; Demonstrate excellent customer service skills including empathy, diplomacy, and problem ownership; Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users; Proactive self-starter with the ability to work autonomously as well as collaboratively; Advanced knowledge of the operation of Microsoft and Apple based business applications and operating systems; Familiarity with networking principles, architecture and basic support, i.e. Cable testing, ping tests, traceroutes, and operating system specific network configuration

Nice to have

Bachelor's degree in a relevant technical field or an associate degree and 2+ years of technical experience (support, field work, CCNA, etc.); Technical certifications (a plus): CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications or equivalent