Senior User Support Technician

Meet Our Team:

Pega is on the cutting edge of technology; this is your chance to get your hands-on leading technologies and solve interesting problems. The User Support Services team is dedicated to providing superior, end-user experiences to over 6000 Pega users across the globe.

Picture Yourself at Pega:

As a senior member of User Support Services, the Senior User Support Technician will analyze and resolve routine to moderately complex problems while providing a positive customer journey. This role will help you expand and strengthen your skillset in a variety of areas, including Desktop OS, messaging, networking, cloud applications, and various hardware configurations, while exposing you to the core and industry-leading IT infrastructure.

What You’ll Do at Pega:

• Use a high degree of technical knowledge and customer-facing skills to work independently and provide timely response and resolution for internal technical support incident and requests through our Service Management system. Primary request areas include: hardware and software troubleshooting, ‘how to’, installations, and new employee/equipment setup.
• Build rapport with customers, elicit details and update customers often, providing a status for their request and follow up when necessary.
• Use experience and good judgment to prioritize issues appropriately and escalate when necessary
• Collaborate troubleshooting of highly complex issues with 3rd level support teams
• Image new and existing hardware pre-deployment, set up user-profiles and assist with data migration as needed
• Assist Team Lead with coordinating User Support operational tasks
• Follow established procedures for imaging, hardware deployment, software installation, password resets, media distribution, loaner equipment, customer handling and escalation protocols
• Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, VPN, and WIFI and escalating to Network Operations.
• Act as a point of technical escalation and technical mentor to other members of IT Client Services teams including service desk and global tier 2 colleagues
• Use strong communication skills; both written and verbal, comfortable leading small training like new hire onboarding
• Document technical issues and resolutions in ticketing system and knowledgebase
• Assist team lead with driving internal projects when necessary
• Be able to analyze technical issues and problems, diagnose problems, provide support to other employees and assist other technicians on the team with issues
• Be able to work independently and maintain a workload of tickets and projects as assigned.

Who You Are:

• Experienced in supporting End User Computing in a large global environment (>1000 employees), with a dispersed global team.
• You provide strong customer service, maintaining expectations of the end user while taking ownership to drive to resolution
• You thrive in a fast-paced environment and excel in creative thinking and resourcefulness, combining internet research, historical and documented experiences, and collaboration into resolutions
• You are a self-starter with the ability to succeed independently and unsupervised, yet communicate and escalate appropriately and efficiently.
• You are extremely driven and versatile – works with little direction and the appropriate sense of urgency
• You are organized and supportive, comfortable assisting teammates with technical issues or coordinating tasks for management
• You are considered a key “go-to” person, a top performer who possess a broad range of technical troubleshooting skills, is comfortable working with end-users in pressure situations, and demonstrates the desire for continuous learning and development.

What You’ve Accomplished:

• 5+ years of IT experience in areas of in a Desktop Support Role
• Significant Knowledge of troubleshooting Microsoft Operating Systems, Applications (Office, Visio, Project, Outlook, etc.), OneDrive/O365, and working knowledge of Active Directory roles.
• Significant Knowledge of troubleshooting Apple Macintosh Operating Systems (MacOsx) and Applications
• Significant knowledge of PC/Mac hardware troubleshooting and repair
• Strong Knowledge of desktop support utilities such as Crowdstrike anti-virus and spyware removal tools
• Strong Knowledge of VPN, WiFi and other remote access methods
• Possesses a range of technical troubleshooting skills encompassing; Desktop OS, messaging, networking, and various hardware configurations
• Bachelor’s Degree (preferably in IT related field) or equivalent working experience

Pega Offers You:

• Gartner Analyst acclaimed technology leadership across our categories of products
• Continuous learning and development opportunities
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive ofpay + bonus incentive, employee equity in the company