FAQs
What is the primary role of an End User Support professional at Ubiquity?
The primary role involves collaborating with IT teams on department-wide projects, managing support coverage and on-call schedules, and ensuring that tickets are handled within established SLAs.
What kind of experience is required for this position?
The position requires 0-1 year of relevant functional experience in similar roles.
What skills are essential for success in this role?
Essential skills include exceptional customer-facing skills, time-management capabilities, experience with help desk software, ability to work across different operating systems (Windows and Mac OS), and strong written and spoken English communication skills. Fluency in another language such as Spanish, French, German, Tamil, or Chinese is also beneficial.
What types of issues will I be responsible for resolving?
You will be responsible for resolving technical issues related to network interruptions, troubleshooting and diagnosing hardware problems, and acting as an escalation point for unresolved computer and system concerns.
How does Ubiquity ensure team collaboration?
Ubiquity encourages collaboration by participating in department-wide projects and communication among IT teams to ensure effective support coverage.
Are there opportunities for professional development in this role?
Yes, Ubiquity values growth and provides opportunities for employees to enhance their skills and advance their knowledge in the field.
What is expected regarding customer feedback in this role?
Employees are expected to accept constructive criticism and customer feedback regarding their experience with software or IT services, and use that feedback to improve support quality.
How does Ubiquity promote inclusion in the workplace?
Ubiquity is committed to creating an inclusive employee experience by fostering a workplace environment where all employees, regardless of race, gender, religion, sexual orientation, age, or disability, can contribute their ideas and feel free to be their authentic selves.
What kind of technical documentation will I be managing?
You will be responsible for organizing and filing documentation related to warranties and instructional guides for computer hardware, as well as maintaining a log of system updates.
Are in-person meetings a part of this job?
Yes, attending in-person meetings with clients to analyze, troubleshoot, and diagnose hardware problems is part of the role.