Description
About the team:

The Enterprise Services Team within UKG's Digital organization is a key part of our global IT infrastructure. We provide support to ensure the smooth operation of UKG's enterprise applications and services, enabling our employees around the world to work efficiently and effectively. We operate across multiple channels, including phone, chat, and in-person "Tech Bar" sessions, ensuring a seamless experience for all users. Our team collaborates closely with other departments to deliver high-quality technical solutions that meet the evolving needs of the business.

About the role:

The IT Support Technician provides comprehensive internal technical support to end-users through various channels, including phone, chat, and tech bar. This role focuses on resolving routine and non-routine incidents, processing requests, and ensuring a high level of customer service. You will utilize problem management techniques, escalate complex issues, and contribute to a positive customer experience.

•Coordinate and/or perform fixes over the phone, chat, or other designated channels.
•Diagnose and troubleshoot technical issues, providing assistance to colleagues and ensuring they are handled professionally and promptly.
•Maintain positive working relationships with IT and business resources, acting as a liaison between support staff and senior technical resources.
•Ensure proper, accurate, and up-to-date documentation and categorization for all problems, incidents, and requests.
•Escalate incidents and requests to appropriate support teams when the resolution or process is unknown or out-of-scope, adhering to established timelines.
•Resolve routine and non-routine technical issues using advanced troubleshooting techniques, escalating only complex or unfamiliar issues.
•Demonstrate a working knowledge of Active Directory, including GPO, Office 365, user/computer/exchange accounts, and administration for imaging, management, and client patching.
•Install, configure, test, maintain, monitor, and troubleshoot end-user workstation devices, mobile devices, and related hardware and software to meet service level agreements.
•Serve as an information hub, routing internal and external requests to the appropriate resource and following the escalation structure when applicable.
•Generate ad-hoc incident ticket reports as needed.
•Provide support for low-complexity IT projects and assist senior staff in technical initiatives.
•Develop a sound understanding of global IT operations, related applications, IT systems, and business-related processes and procedures.
•Troubleshoot AV equipment, including digital signage

Qualifications
About you:

Basic Qualifications:

•2-3 years of experience with Windows and Mac Operating Systems.
•2-3 years of relevant work experience (experience with India & US/International customers is a plus).
•2-3 years of technical troubleshooting experience
•General configuration knowledge of iOS and Android-based mobile devices.
•Associate degree or equivalent preferred
•Willingness to work in a 24/7 environment (rotating shifts)
•Excellent customer service skills.
•Ability to lift up to 30 lbs (13 kg)
•Ability to sit for extended periods

Preferred Qualifications:

•Experience with ServiceNow or a similar ITSM tool
•Experience in a call center or tech bar environment
•Experience with ticket queue management and access management
•Basic networking skills
•ITIL Foundations certification or similar, reflecting knowledge of IT service management practices
•Strong analytical and problem-solving skills
•Effective teamwork and collaboration skills
•Good written and verbal communication skills

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.