Support Center Technician

At L.L.Bean, we believe the outdoors brings out the best in all of us. We are committed to fostering a culture of belonging and creating safe, inclusive spaces where everyone feels welcome—both here and Outside. We value individual differences and are dedicated to maintaining an inclusive work environment where everyone can bring the best of their experience and talents and truly thrive.

Position Purpose:

Provide strong technical support to L.L. Bean employees by answering questions, diagnosing, and resolving complex problems related to the various computer technologies, ensuring a timely resolution, and always addressing with excellence customer service.

About the role:

• Answer, evaluate and prioritize incoming requests for assistance from end-users experiencing problems with hardware, software, and networking issues.
• Ensure a timely resolution of incidents according to the established SLA's.
• Provides excellent customer service for all channel - telephone, voicemail, email, chats, or walk-ins.
• Effective utilization and maintenance of a ticketing system - thorough documentation, appropriate impact, urgency, CI, and Assignments Groups.
• Identify and analyze trends in incidents and escalate to Senior Technicians/Client Support Manager/Support Group.
• Execute the Major Incident Management Process - may require support of a Sr Technician.
• Look for process improvements and work with Senior Technicians to execute them.
• Build and maintains solid working relationships with key contacts from different departments.
• Participate in special projects within the team and the IS organization, as assigned.
• Remain proficient in technologies supported by the Client Support Center
• Maintain clear, accurate and up to date information of the knowledge database.
• Lead Alignment Team meetings with key stakeholders. Share documentation and feedback with the team.
• Help with the training plan of new Technicians.

About you:

Education Level: A technical degree or currently studying in a technical program

English Level: C1 (Advanced)

Technical Experience: 1+ years of experience would be a plus

Skills and Qualifications:

• Intermediate knowledge of desktop environment, applications and various computer and network platforms.
• Advanced English communication skills (written, spoken, listening).
• Adapt easily to the technical level of the end user when communicating with them.
• Good understanding of the business function which is being supported.
• Excellent customer service skills, which can include dealing with difficult people.
• Work well in a changing environment, high adaptability.
• Build effective working relationships with others in local/remote locations. Good team player.
• Continuous process improvements mindset. Bias for learning.
• Experience with administration tools such as mobile devices, network, security, and server management.
• Advanced in Microsoft products such as Outlook, SharePoint, OneDrive.
• Certifications such as: HDI Support Center Analyst, ITIL, CompTia or similars are a plus.
• Active Directory knowledge is a plus.

If you care about the outdoors, joining L.L.Bean is a great way to feel good about what you do. Our benefits package makes a good thing even better, with programs and perks designed to support your health and financial goals. Plus, maintaining a healthy work-life balance and re-charging outside are all part of the plan.

If your experience looks a little different from what we've identified and you think you'd be great at this role, we'd love to learn more about you At L.L.Bean, we believe the outdoors brings out the best in all of us. We strive to reflect this every day in our commitments to employees and partners and in our efforts to promote belonging.