Provides superior customer service by being courteous, knowledgeable, and professional.
Creates a positive customer service experience and build strong relationships through active listening, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude.
Creates, manages, and resolves service requests using the IT Incident Management System
Escalates incidents to correct higher level specialist when the need arises and work with the specialist to test all solutions and final resolutions.
Grows the IT knowledgebase by using resolutions of successfully closed service requests to document effective steps for reproducing and resolving similar incidents.
Utilizes enterprise level knowledge of Operating Systems and Directory services to troubleshoot and resolve customer issues.
Azure Active Directory
Utilizes knowledge of Microsoft Azure services to manage corporate endpoint devices in a largely remote environment.
JAMF (Mac OS management software with Intune integration)
Utilizes Office 365 administration knowledge to maintain a diverse range of Modern Workplace solutions in line with customer needs.
Microsoft Exchange Online
Microsoft Power Bi
Employs skills to manage hardware assets of diverse functions and their necessary connectivity requirements.
Conferencing devices and audio visual hardware
Network and connectivity management tools
Access control devices
Provides enterprise level software management, installation, and troubleshooting support.
Development tools (ADO, Visual Studio, Etc.)
Other bespoke or unique solutions for departments or individual customers
Tracks corporate assets through IT asset management system and processes
Minimum 2 years of work experience in an IT Desktop Support role
At least one introductory level IT certification (A+, Google Certified Support Professional, Microsoft MTA, Microsoft Fundamentals Certification)
At least one Secondary level IT certification (Cisco CCNA, Microsoft Role-Based Cert.)
In depth expert knowledge of information systems (Windows operating systems, Mac OS, Microsoft’s Azure environment, software management, hardware management, Cisco’s Networking environment, Microsoft Modern Workplace, etc.
Mange high priority work and deadlines, shift priority when management requires, accept responsibility to step up and provide leadership in situations where none is available, exercise judgement and discretion when handling confidential information, and work efficiently without need for constant management oversight.
Who We Are:
Welcome to arrivia. We specialize in making brands better through the power of travel. With more than 55 years of combined experience, we’re a merger of three powerhouse brands (in case you’ve heard of us in the travel industry) combining ICE, SOR Technology and WMPH Vacations. With offices on both coasts of the US and around the world, we embrace diversity and a passion for travel across our global staff.
We’re focused on building a customer-first culture, fueled by the best travel experiences for all our members at every point in their journey. Grow with us, as we continue our path to deliver innovative solutions and take charge of change. The adventure is only beginning. We’re on a mission to help people around the world travel better and experience more. Our team members bring world-class skills to the table to create extraordinary memories for our partners and members.
Our Core Values:
Here at arrivia we…
Stay Curious – Explore new challenges and make space to learn, grow and improve
Keep it Real – Earn trust through open, honest and clear communication
Own it – Seek ways to make an impact and take action.
Win Together – Create a culture of connection and inclusion where everyone can be their best
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