Everyone Comfortable in Their Own Shoes

Crocs, Inc. (NASDAQ: CROX) is a world leader in innovative casual footwear for men, women and children with more than $1 billion in annual revenue. The company offers several distinct shoe collections with more than 300 four-season footwear styles. All Crocs™ shoes feature Croslite™ material, a proprietary, revolutionary technology that gives each pair of shoes the soft, comfortable, lightweight, non-marking and odor-resistant qualities that Crocs wearers know and love. Crocs fans “Get Crocs Inside” every pair of shoes, from the iconic clog to new sneakers, sandals, boots and heels. Since its inception in 2002, Crocs has sold more than 200 million pairs of shoes in more than 90 countries around the world.

Our EMEA Brand supporting center in Hoofddorp is looking for a: SR. IT User Support Services

 The Sr. IT User Support Rep is a member of the Global Infrastructure Team and provides end-user support largely for the Crocs Americas Region, while being available to assist other regions.
This role will focus on provisioning, troubleshooting and fixing end-user hardware, and provide support for various systems and applications.
Must possess strong interpersonal attributes, a collaborative mindset, good judgement, clear communication skills and the desire to help others.

 Key Accountability

IT End-User Support: 

  • Provide concierge-style as well as deskside support, to diagnose computer hardware, network systems and computer software programs accurately and quickly
  • Configure, deploy and support Windows and Mac computers, network printers, iPads, mobile phones and related end-user equipment
  • Troubleshoot and support AV systems, conference rooms collaboration spaces and Townhall Meetings, ensuring a seamless end-user experience,
  • Troubleshoot and support AV systems, conference rooms and collaboration spaces, ensuring a seamless end-user experience
  • Work with external vendors or MSP’s to report, escalate and manage incidents when needed
  • Handle overflow calls and escalations from the Service Desk
  • Create, distribute and maintain documentation that describes handling, functionality and architecture of technical products in use
  • Create and maintain knowledge articles for use by the Global Support Team and End-Users
  • Provides training for Service Desk Analysts and End-Users

Job Requirements: 

Minimum Education :

  • Bachelor’s degree in Computer Science, Mathematics, Business or equivalent work experience

Minimum Experience

  • At least 3 years of broad End-User Technology experience in a global company (retail company a plus)
  • 1-2 years’ experience creating technical documentation for software
  • Must have proven experience supporting the following:
    • Windows 10, OS X, iOS and Android. Office 365 suite, including OneDrive, Teams Chat, Teams Phone System and VPN Solutions
  • Experience with the following or similar solutions:
    • Zebra RF Scanners & Printers, Cisco switches, Aruba, Cisco Meraki, Printers (Canon, Dell, Zebra)

Knowledge, Skills & Abilities

  • Exceptional customer service orientation with strong problem-solving ability
  • Ability to prioritize and execute multiple initiatives, as a team player, in a collaborative and fast-paced environment and demonstrate strong technical abilities and decision-making skills
  • Excellent communication, presentation and interpersonal skills
  • Highly motivated self-starter with a strong “Sense of Urgency”
  • ITIL v3 or v4 Certification a plus
  • Apple Certified Mac Technician certificate a plus
  • Microsoft MSCSA, MD100 or MD101 certificate a plus
  • JAMF is a plus
  • Basic networking (VPN/VLAN/WIFI) knowledge
  • FTP, SFTP
  • Windows server basics (print server options / account resets)
  • Mobile Device Management SOTI (RF Scanners)

 

Travel Requirement

  • Less than 5%

 

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