Job Description:

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and ManagedProfessionalStaffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Term: 6 months - high probability to extend long-term.Location: onsite - BostonHours: Full-time, Monday - Friday Weekly & Hourly pay commensurate with experience + health benefits, PTO, 401k and much more!**Candidates must be able to show proof of covid vaccination during onboarding and clear an extensive background check with the State of Massachusetts.TECHNICAL TRAINER - SERVICE DESK As a Technical Trainer, you will be primarily responsible for the initial training and continuous learning of our Service Desk Agents working on behalf of our customer in the public sector. Essential Functions:Delivering pre-created training content to agents on a structured scheduleEnsuring agents in training can be productive as soon as they are added into the production environmentAnswering Agent questions, or routing to the right person, during training period as neededHelping manage Agent schedules during training period in conjunction with leadershipProviding Agent performance input to the trainees throughout the training process, and updating leadership on sameEnsuring all new agents are prepared with all access and tools required so there are no roadblocks to them joining the production team once training is completeShadow new Agents on calls during the training period and provide feedback to the individual agent and leadership with an eye towards agent development and improvementCollaborate with stakeholders to create content to be used in the continuous training processProvide real-time coaching to Agents during the training periodAssist with hands-on training activitiesReview training content for technical inconsistencies and working with leadership to adjust as neededWork with leadership, and client representatives to ensure deficiencies are identified and correctedMaintain training documentation, SOPs, re-write, add, and modify as needed.Ownership over the training curriculum ensuring it is up to date, and meets the ever-changing needs of the service desk, client, and industryWork with team leads to identify needs of existing agents in terms of refresher courses, upskilling, and training based on changes presented by the client and industryRequirements:Strong Communication skills, both written and verbalPrior experience serving as a trainer in customer facing role in the IT fieldHigh Public speaking proficiencyAbility to work in a fast-paced environmentPassionate about delivering the ultimate customer experienceDemonstrated professionalism in resolving customer issuesMust understand the value of working with a sense of urgencySuccess at working in a team environment where a customer obsessive culture is paramountDemonstrated problem-solving skills including identification of issues, obstacles, and opportunities, and development and implementation of effective solutionsDemonstrated ability to think on your feet and take a methodical approach to troubleshootingCommitment to meet and exceed individual and team SLAs and KPIsExperience working in the Service Desk industry in a customer facing roleITIL knowledge and experienceExperience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.)Desired:Human resource experienceITIL certification Zones offers a comprehensive Benefits package. While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medicaldentalvision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.At Zones, work is more than a job -with exciting career with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a colab culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!