Intern - Workplace Experience Specialist (Desktop & Office)

Sitecore•Manchester, NH

6d•Onsite

About The Position

We are seeking a Junior Workplace Experience Engineer (Desktop & Office) to join our technical support team. This role plays a critical part in preparing, distributing, recovering, and auditing laptops and MacBooks, while providing technical support to end-users in alignment with Sitecore and Office IT requirements across the North America region. Your responsibilities will include managing requests, resolving hardware and software issues, and ensuring smooth end-user technology (IT) operations and productivity throughout Sitecore. Occasional travel within the North America region may be required. Additionally, you will be expected to deliver exceptional customer service and actively contribute to continuous service improvement initiatives.

Requirements

Proactive, results-driven, and experienced in managing suppliers.
Strong knowledge of Office 365 (Word, Excel, PowerPoint, etc.), Windows laptop configuration, and Apple products.
Proficient in administering Microsoft 365, Azure, Intune, and ServiceNow
Team-oriented with a focus on cooperation, knowledge sharing, and collective success
Curiosity and a willingness to continuously learn new technologies and tools (especially AI).
Strong problem-solving skills with the ability to prioritize tasks effectively.
Excellent communication skills, with the ability to explain technical issues in clear, non-technical terms.
Comfortable working in fast-paced, dynamic environments.
Strong time management and organizational skills.

Nice To Haves

Knowledge of automation tools or scripting is an advantage.

Responsibilities

Prepare and distribute, and manage laptops and MacBooks.
Provide remote technical support to end-users globally across different functions, using both Windows laptops and MacBooks.
Manage and update service tickets, ensuring timely resolution.
Create and maintain knowledge base articles and documentation.
Escalate complex or unresolved issues to senior engineers or third-party vendors.
Manage and maintain service delivery in line with agreed SLAs.
Build and maintain strong relationships within IT and functional teams to ensure IT-delivered services exceed Sitecorian productivity goals.
Stay updated on trends in service delivery, emerging technologies, and external changes impacting user experience and support.
Strive for continuous improvement of the workplace experience for Sitecorians.
Provide excellent customer service via ServiceNow and Microsoft Teams.