Job description
Customer Experience Engineer (XFL)
About the XFL
Launching in February 2023, the XFL is a fan-first, fast-paced global professional football league featuring innovative rules and an enhanced 360-view game experience. Led by owners Dany Garcia, Dwayne Johnson, and Gerry Cardinale's RedBird Capital Partners, the XFL will bring entertainment to world-class football with the goal of advancing the game and expanding player opportunities.
The XFL is reimagining football bringing fans closer to the game they love and becoming an essential part of their experience in the process. Where great fan experience support lives. Providing our users fun, easy experiences is what our work is about and the Customer Experience Support team plays a vital role in our fan-centric approach. At the XFL you will collaborate with your team using a variety of management tools to support a wide range of devices and systems. Our work moves quickly and we're great at coming together to find creative solutions to some of tech's most interesting problems. If that sounds good to you, join us. If technology and people are your passions, you've come to the right place.
About the Role:
XFL is looking for a Customer Experience Engineer to provide best in class technical services support to XFL teammates. This team member will play a hands-on role in driving successful customer experience across workplace technology tools and services while ensuring proper procedures are followed for incidents and service requests management. They will also be supporting the Fan Engagement and local team offices and must be well versed in PC, MAC, printer, mobile, VOIP endpoint support and troubleshooting. The primary role of the Customer Experience Engineer is to help the Lead Customer Experience Engineer ensure that hardware and tech stack being used to drive collaboration and communication is operating at a peak level operationally and securely. They will provide both level-1 and level-2 support for the XFL Technology environment. This includes the administration and support of both hardware and software as it relates to Enterprise Technology, maintaining and managing client/server applications, and desktop-based operating systems deployed within the company.
What you will do:
- Provide Help Desk level-1 and level-2 support for XFL workstations, laptops, printers, mobile devices, and other network attached devices.
- Building, installing, maintaining and troubleshooting both MAC and Windows desktops & laptops (SCCM, Desktop Central, JAMF experience preferred)
- GSuite and Gmail account administration experience is required
- Experience with JAMF mobile device management in Hybrid corporate and BYOD environment is required
- Software & license installation i.e. Adobe, O365 and Slack
- Deskside support for all hardware and software related issues
- First call phone support for all technical remote issues (TeamViewer, Zoom)
- Develop & document tools/procedures for end user software/hardware use and best practices
- Install & maintain 3rd party software & licensing
- Set up & move systems as necessary (Office moves, site relocation)
- Analyze issues & create solutions for hardware & software problems and document RCA.
- Triage and provide first call/deskside support for all security events
- Participation in managing support calls to Workplace Support Desk
- Travel and on-call support as needed
What you will bring:
- College diploma or a university degree, preferably in technology
- 3+ years leading or supervising a team of support engineers
- 7+ years of Helpdesk troubleshooting experience
- 7+ years supporting a user base of 100+ end users including remote users
- A+ or Network+ Certifications preferred
- Experience supporting Okta or similar cloud based third party identity management solution for single sign-on authentication.
- Extensive knowledge and experience with Microsoft Windows 10, MAC OS X, iOS administration and troubleshooting
- Experience using JAMF Mobile Device Manager solutions for tablets, iOS and Android device management.
- Specific knowledge of GSuite and all of its products. (Gmail and Google Drive)
- Excellent written and verbal communication skills
- Strong customer service with a focus on C Suite white glove service
- Ability to lift and transport moderately heavy equipment such as computers and monitors
- Experience with video collaboration tools and conferencing room technology support; Zoom experience a plus
- Experience in sports, media/entertainment environment desired
Additional Details
- Please note, the location of this role is based in Arlington, TX.
- Primarily works in the office but may include attending select games and events in XFL team markets.
- Prolonged periods of sitting at a desk and working on a computer.
- Travel will be required.
- Ability to work a flexible schedule inclusive of weekends, nights and holidays required.
- Must be able to lift 50 pounds at times.
Equal Employment Opportunity Statement
The XFL maintains a strong policy of equal opportunity in employment. It is our objective to recruit, hire, and retain the most qualified individuals without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other characteristic or status protected by applicable federal, state, or local law. Our equal employment philosophy applies to all aspects of employment, including recruitment, compensation, benefits, training, promotions, transfers, job benefits, and terminations.
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