Territory Technology Lead

At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we're not just a part of that movement—we're leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow's world at work. 

About The Opportunity:

We are looking for a Lead, Territory Technology to support  the service delivery of WeWork IT & AV infrastructure in the territory. This role will be focused on supporting a territorial and local team in working with a variety of stakeholders to ensure our Members are delivered a seamless and memorable Technology experience. 

In this role, you will:

• Work within a cross-functional team on WeWork Technology escalations. This will include responding to escalations, coordinating vendors & internal teams, and follow-up through to resolution

• Assist with monitoring the availability and reliability of the WeWork technology infrastructure within the territory and ensure all the correct processes are being followed in the event of an incident

• Engage vendors to ensure best-in-class support and service, including ensuring compliance of KPI's, SLAs and other performance measures. Troubleshoot and respond to support requests as/when needed.

• Responsible for the reporting of Technology related Opex Costs and Revenue (from sold Technical Services), and tracking Member Technology-related NPS in the territory

• Responsible for the administration of documentation on technical services and assets, perform service acceptance for each project in the Territory

• Seek to exceed Member expectations in the delivery of the core technology components of our Memberships.

• Work with vendors to conduct Planned Preventative Maintenance Activities to proactively identify and resolve Technology issues 

• Engage third party vendors for operational projects and approved installs/removals

• Coordinate and partner with our Service Desk, NOC and Network Engineering teams for troubleshooting and resolution of LAN & Wireless Network issues

• 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

• Drive Continuous improvement - Use existing, emerging, and innovative technologies to enhance the Member Experience and improve/streamline technology services processes

• Proactively ensure that issues with in-building technology are anticipated and resolved before they happen. These can be mitigated by identifying trends in ticket data, member experience surveys, and identifying chronic or recurring IT issues. Partner with other internal teams and follow through  to resolution and direct internal escalations as required

• Support mission-critical infrastructure for Corporate employee locations and partner directly with internal and external teams for expedited resolution

• Ability to be on-site and occasionally travel between multiple sites within your territory as needed; this is not a remote/WFH position. Occasional overnight travel between markets may be required

About You:

Does the below sound like you? If so, we'd love to hear from you

• A Bachelor's degree in a relevant technical field or an associate degree and 2+ years of technical experience preferred (support, field work, CCNA, etc.) with a demonstrable understanding of Networking

• Ability to use discretion and judgment in evaluating problems and creating solutions for Members

• Ability to build positive relationships with our Members and employees by using your specialized capabilities to ensure a positive outcome including fostering teamwork and collaboration within your direct team and internal/external stakeholders

• Demonstrate excellent customer service skills including empathy, diplomacy, and problem ownership

• Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users, including non-technical users

• Alongside good technical skills, the ideal candidate will be a proactive self-starter with the ability to work autonomously as well as collaboratively

• Advanced knowledge of the operation of Microsoft and Apple based business applications and operating systems

• Familiarity with networking principles, architecture and basic support, i.e. Cable testing, ping tests, traceroutes, and operating system specific network configuration

• Technical certifications (a plus): CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications or equivalent 

Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a community that embraces and inspires you—because together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our Employee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated.