Technology Lead, Malaysia (IT Support Executive)

About Us

The We Company's mission is to elevate the world's consciousness. Our global platform reimagines and positively impacts how we work, live and grow through three distinct business lines: WeWork's mission is to create a world where people work to make a life, not just a living; WeLive's mission is to build a world where no one feels alone; WeGrow's mission is to unleash every human's superpowers. Through design, technology, and hospitality we are creating a community that helps people live life with purpose and have a meaningful impact in the world. The We Company began 2019 with more than 400,000 members. In less than ten years, we've built a global network of 400 locations across 100 cities and nearly 30 countries, and we're just getting started.

Responsibilities

  • Responsible for the performance of the IT infrastructure, services and education of the Community Teams in the designated group of WeWork locations.
  • Primary interface for the Member Technology Team providing a positive experience for WeWork Members through tailored IT solutions and the development and implementation of installation plans
  • Support to the Community and WeWork Members to solve advanced technical issues and implement corresponding solutions
  • Provide prompt response to Member problems and requests while managing and maintaining the ZenDesk system
  • Educate and assess capabilities related to IT troubleshooting practices for the location based Community Teams to ensure they can provide level one technical support to the Members
  • Responsible for identifying and selling Member IT Services that generate revenue for WeWork
  • Manage and engage third party vendors to perform cabling repairs and approved installs
  • Coordinate and partner with the Member Technology Networking Services Team with the troubleshooting and resolution of LAN & Wireless Network issues
  • Coordinate and partner with the Member Technology Audio Visual Services Team with the configuration, administration and troubleshooting of location based Audio Visual equipment
  • Coordinate and partner with the Member Technology Business Development Team with the opening of new locations and the provision of services to our Enterprise Members
  • Configuration of network printing resources including printer servers, printers and other peripheral devices

Requirements

  • An associate degree and 3 + years of technical experience preferred (support, field work, CCNA, etc.)
  • Demonstrate excellent customer service skills including customer empathy, good customer diplomacy skills, and problem ownership
  • Ability to use discretion and judgment in evaluating problems and creating solutions for Members
  • Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users
  • Expert knowledge of the operation of Microsoft and Apple based business applications and operating systems
  • Knowledge of data networking principles and architecture
  • Ability to maintain positive relationships with Members and internal Team Members
  • Ability to use support tools to speed up problem solving and improve own productivity
  • Identify and consult with management regarding solutions to particular projects

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