Support Center Technician

About the role

The Support Center Technician provides strong technical assistance to L.L.Bean employees, handling hardware, software, and networking issues. The role focuses on delivering timely resolutions while maintaining high standards of customer service across multiple communication channels.

Key responsibilities

• Receive, evaluate, and prioritize incoming support requests from end‑users.
• Diagnose and resolve hardware, software, and network problems within established SLA targets.
• Document incidents accurately in the ticketing system, including impact, urgency, and configuration items.
• Identify incident trends, escalate complex cases to senior technicians or the Support Manager, and participate in major incident management.
• Contribute to process improvements and assist in special projects for the IS organization.
• Maintain and update the knowledge base and lead alignment meetings with key stakeholders.
• Support training of new technicians and foster relationships with contacts across departments.

Required profile

• Technical degree or current enrollment in a technical program.
• Advanced English communication skills (C1 level).
• At least 1 year of relevant technical experience (preferred but not mandatory).
• Ability to adapt communication style to the technical level of end‑users.
• Strong customer‑service orientation and teamwork mindset.

Required skills

• Intermediate knowledge of desktop environments and applications.
• Experience with network troubleshooting and support.
• Proficiency in using ticketing systems for incident management.

What we offer

• Flexible schedule with the possibility to work from home up to five days a week after training.
• Extraordinary employee experience, including fitness and education subsidies.
• Three paid days for outdoor activities, five personal/sick days, and employee discounts.
• Life and medical insurance, plus additional solidarity association benefits.