Summary:

The 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.

Primary Job Duties:

  • 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:

  • 1-3 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)

Crocs is an Equal Opportunity Employer committed to a diverse and inclusive work environment. 

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