PXG - IT Core Support Technician III (London, UK)
Parsons Xtreme Golf (PXG) was founded by American entrepreneur and philanthropist Bob Parsons with the sole intent to design and develop the world’s finest golf clubs – and we believe we have done just that! ?With no cost or time constraints, PXG is committed to the long process of researching various alloys, exploring new technologies, and identifying the unique properties that make PXG clubs perform unlike anything else. With no set product release cycles, the company takes its time and pours every ounce of innovation into each new club design. PXG offers a full lineup of right and left-handed golf clubs, including drivers, fairway woods, hybrids, irons, wedges, and putters, as well as a complete line of high-performance, fashion-forward apparel. ?Ready to join the PXG team????
The Core Support Technician III is a senior support role in the Global IT department. This role will be a standalone position in the UK, responsible for the UK & EMEA IT roll out across warehousing and retail locations. Core responsibilities will include answering escalations that require more specific advanced knowledge and handling high-profile tasks for VIPs and/or new tasks that do not have a documented process. Beyond end-user support, this role acts as a secondary application owner, having intimate knowledge in a selection of applications and is involved with planning and execution of version and configuration updates. This role will also have a relationship with the vendor for long-running support cases. This position also acts as a mentor for Core Support Tech II and I roles, providing mentorship for new hires.
Provide concierge hardware delivery and setup service on-site at various locations across the UK & EMEA.
Provide positive engagement with the support team at large, working towards the shared goal of providing top-class concierge user support.
Participate in the IT Support phone queue.
Provide excellent customer service on the phones and via text such as email/Slack/Teams.
Provide clear, notes on tickets describing the user's problem and steps to resolve it.
Perform new hardware imaging and repair/refresh tasks.
Update documentation in tools such as Service Desk Plus, Confluence and Jira.
Perform tasks such as password resets, application access grants, end-user system updates
Participate in on-call rotation for after-hours support.
Engage in and improve the whole lifecycle of services—from inception and design, through deployment, operation and refinement.
Provide feedback to Engineers and Architects on application refinement opportunities.
Engage in longer-term projects that often coincide with key business milestones.
Acting as a mentor/coach for new hires.
Being a secondary contact for deep application knowledge and troubleshooting.
Creating and maintaining documentation relevant to their subject matter expertise.
Maintain intermediate to expert proficiency in our core systems, including:
Active Directory/ Okta/ JAMF/ Service Desk Pro / Atlassian Suite (Jira/Confluence)/ Microsoft O365
Experience and Education Required:
Minimum 3 years relevant experience in phone support or desktop support role.
Experience with advanced hardware component troubleshooting of a desktop, laptop and thin client.
Experience with common administrative tasks in Windows and/or macOS operating systems.
Experience with common network information (static IP address, DHCP info, subnet, VLAN).
Experience with mobile device management, A , AWS Solution Architect or relevant industry certification.
Familiarity with user access/IAM systems.
Familiarity with common components of Amazon Web Services
Bachelor's degree in computer science or a relevant field is a plus
Strong attention to detail.
Very Strong problem solving & troubleshooting skills including the ability to perform root cause analysis for preventative analysis.
Capable of independently solving moderate to complex problems.
Strong verbal and written communication skills, including writing ability to update tickets with status and communicate daily /weekly status.
Strong organizational skills and the ability to manage a diversified workload.
Demonstrated ability to work effectively with all levels of operations and client services.
Ability to interact with application vendors and liaise between vendors and our business.
Job Reference #: 1623