Lead - Field Services & End User Support

**About Us**:
At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150 cities globally. The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow’s world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.

**About The Opportunity**:
WeWork is currently seeking a **Lead **for the **Field Services & End User Support** team to support our members locally and remotely by staying connected to technical support requests. This position is based in **Singapore**.

This role will not be solely focused on any specific area of technology but rather a hybrid of different areas of IT and infrastructure support.

**Department Goals & Objectives**
- Plans, strategizes, configures and delivers outstanding Support and Services for our Members and location-based Community Teams
- To exceed Member expectations in the delivery of the core technology components of our Memberships
- Leverages existing, emerging, and innovative technologies to enhance the Member Experience and improve / streamline technology services processes
- Identify and deliver additional revenues for WeWork through the sale, installation and support of IT Services

**Position Goals & Objectives**
- To provide in-person and remote support for all buildings/members in Singapore, and implement solutions uniquely tailored to WeWork Members.
- Use your knowledge and skills to diagnose issues and to design, plan, or implement a resolution in a timely and appropriate manner.
- To work collaboratively with other internal technology teams, (Networking, Audio Visual, etc.) to resolve issues at your local WeWork locations, both remotely and while on-site.
- Monitor the availability and reliability of the WeWork technology infrastructure. Using your unique skills, identify opportunities for optimization, and if needed, partner with other Technology Teams to design, plan and implement a resolution.
- Proactively ensure that Members’ issues are, where possible, anticipated and resolved before they happen.
- Evaluate and educate the Members on IT practices that maximize their working efficiency while at WeWork
- Identify chronic or recurring IT issues, and work with the other technology teams to find the best resolution
- Build strong relationships with our Members and Community Teams by using your capabilities and communication skills to create a positive outcome to any issues that may arise
- Act as a guide and mentor to the team members who have less experience in the field

**Responsibilities**:
As a successful Lead, your responsibilities will include(though will not be limited to):
**Pre Move-In & On-Boarding**
- Work closely with Network Engineers and Member Solutions to ensure the chosen technology requirements are delivered prior to move-in days
- Assist members with setups and configuration of technology within their space (i.e. racking equipment, IT services setup, etc.)
- Lead member training and information sessions on the technology offered by WeWork within their office
- Ensure member’s IT expectations are met for Day 1 items
- Ensure WeWork/Member infrastructure setups are properly documented for future support situations and our internal reference

**Post Move-In**
- Follow up with internal project managers to ensure that all Day 2 items are delivered
- Support members with all technology requests and/or issues through the Salesforce system
- Increase member retention by conducting quarterly check-ins for technology health checks with member’s IT contact
- Work with Member Success team to ensure their members’ technology needs are being met
- Act as the voice for members, providing feedback to improve the experience
- Support Community Teams and WeWork Members to solve advanced technical issues and implement corresponding solutions
- Provide prompt responses to Member problems and requests through tickets in the Salesforce system, and prompt responses to internal WeWork teams via Slack
- Educate the local Community Teams to ensure they can provide level one technical support in conference rooms and to Members when the IT team is not on-site
- Limited selling of Member IT Services that generate revenue for WeWork
- Engage and manage third party vendors to perform on-site and remote IT work when needed
- Partner with the Network Services Team to troubleshoot and resolve LAN & Wireless Network issues
- Coordinate with the AV Team for the configuration, administration and troubleshooting of location-based AV equipment
- Troubleshoot network printing resources, including print servers, printers, and other peripheral devices

**Requirements**:

- An associate degree and 4+ years of technical experience preferred (IT support, field work, certifications, etc.)
- Strong written communication skills to communi