L2 Onsite Senior Technician

Senior Onsite IT Support Technician

The Senior Onsite IT Support Technician will lead the day to day operations of the IT onsite support team. They will be an escalation point for all eBay Japan office locations. They will lead and provide guidance to other technicians, while maintaining a high level of customer service and attention to detail.

Responsibilities:

• Lead day to day IT support operations for remote and in-office employees in Japan. Support operations will cover end user hardware, software, video conferencing, printers and a variety of handheld devices.
• Monitor and adhere to all established KPIs as it relates to IT Onsite Support functions, including ticket response, resolution, CSAT, new hire setups, and asset management. Proactively raise SLA performance issues to leadership for improvement discussion.
• Perform asset management tasks, inventory, audits, asset returns and disposals at all locations under their responsibility. Maintain clean and orderly organization of equipment storage rooms, adhering to established processes for inventory handling.
• Create and maintain IT training & knowledge articles, monitoring for accuracy and relevant content, and ensuring flagged articles are addressed in a timely manner.
• Monitor performance and work quality of junior technicians, provide guidance and mentoring as needed.
• Lead and support special projects such as mergers & acquisitions, new office builds, office relocation & decomissions. These projects often require travel to support physical site due diligence, equipment handling, inventory, provisioning, and end user training.
• Participate in BCP activities to support our Facilities, Security and Leadership teams at all eBay locations under scope of responsibility.
• Other duties as assigned

Requirements:

• Associate degree or 5 years of equivalent experience
• 2 years minimum customer service background
• Must be able to be on-call up to 7 days at a time (24x7)
• Technical support background
• Excellent written and verbal communication skills.
• 5 years experience supporting Microsoft Office, Google Workspace, and Zoom productivity tools.
• 5 years experience with a variety of end user hardware including Dell/Apple laptops, Xerox printers, and Zoom/Polycom VC technology.
• 5 years experience supporting the latest Windows and Mac operating systems in an enterprise environment. Experience with Linux is a plus.
• 5 years experience supporting users with MDM tools such as Intune, Jamf, and SCCM or comparable enterprise products.
• Experience supporting mobile and laptop self-enrollment processes such as Autopilot, Apple ADE, and Android Enterprise.
• Organized, self-starter that can manage their time efficiently and multi-task.
• Must be able to lift up to 50lbs
• Ability to work after hours and weekends as required.
• Travel as needed (up to 25%)