Regional Office Support Analyst

Job Description

REGIONAL OFFICE SUPPORT ANALYST

DEPARTMENT: IT/TECH

LOCATION: LONDON

JOB DESCRIPTION

THE AGENCY

Creative Artists Agency (CAA) is the leading entertainment and sports agency, with global expertise in filmed and live entertainment, digital media, publishing, sponsorship sales and endorsements, media finance, consumer investing, fashion, trademark licensing, and philanthropy. Distinguished by its culture of collaboration and exceptional client service, CAA's diverse workforce identifies, innovates, and amplifies opportunities for the people and organisations that shape culture and inspire the world. The trailblazer of the agency business, CAA was the first to build a sports business, create an investment bank, launch a venture fund, found technology start-up companies, establish a philanthropic arm, build a business in China, and form a brand marketing services division, among other innovations.

Named Most Valuable Sports Agency by Forbes for eight consecutive years, CAA represents more than 2,000 of the world's top athletes in football, baseball, basketball, hockey, soccer, in addition to coaches, on-air broadcasters, and sports personalities and works in the areas of broadcast rights, corporate marketing initiatives, social impact, and sports properties for sales and sponsorship opportunities. Founded in 1975, CAA is headquartered in Los Angeles, and has offices in New York, Nashville, Memphis, Chicago, Miami, London, Munich, Geneva, Stockholm, Shanghai, and Beijing, among other locations globally.
OVERVIEW

The Tech department at CAA is an ever-changing, exciting environment to be a part of and we pride ourselves on being at the forefront of technology in every aspect.

We are looking for an individual with strong communication skills and a technical background to join our London-based team. The candidate must be an analytical thinker as this position will involve problem resolution and process/policy development. This person will be directly interfacing with CAA Agents and Executives as well as other Tech staff. They will also perform information systems administrative procedures and maintain documentation that covers multiple areas. This will include, but not be limited to infrastructure core services, applications training, solution advisement, acquisition integration, project management and delivery, and security assistance.

Responsibilities:
• Provide Service Desk support to all EU and APAC regions. There may be requirements to travel to any of our CAA offices dependent on project work needs.
• Provide support to incident management response across infrastructure and cybersecurity.
• Function as the primary point of contact and coordinate activities with the engineering teams to provide support.
• Active Directory user account administration and machine object management.
• Workday user account administration for the London office.
• Support Windows 10 and MacOS operating systems.
• Support iOS, Android devices.
• Configure and deploy Cisco handsets and softphones via call manager and provide media equipment support.
• Support onsite training for applications in use by the London office.
• Deploy software packages via SCCM or JAMF to all devices in conjunction with desktop admin team.
• Manage acquisition and integration processes and new office buildout installations.
• Acquire an in-depth knowledge of CAA tech's service catalogue and assigned business divisions areas.

QUALIFICATIONS/REQUIREMENTS

Required Capabilities:
• Microsoft Exchange, unified communications support and service.
• Experience in supporting and troubleshooting Apple and Lenovo notebooks and desktops.
• Excellent knowledge and troubleshooting experience with Microsoft Office 2016 (Outlook, Word, Excel & PowerPoint).
• Experience in supporting HP colour printers and copiers, including installation, configuration, diagnosing failures and contacting HP support for repairs.
• Experience with ITIL or Microsoft Operations Framework (MOF) processes.
• Excellent analytical and problem-solving skills.
• Exceptional verbal and written communications skills
• Ability to prioritise, coordinate and complete tasks to set deadlines.
• Ability to work effectively both independently and in team environments.

Desired Capabilities:
• Some previous experience working in an agency or entertainment company environment specifically with agents and clients.
• Experience in supporting IP based phone systems (Cisco) and using the Cisco Unified CM and Cisco Unity Connection Administration servers.
• Experience in supporting audio and video conferences using collaboration services; Cisco Call Manager, Unity, Jabber, Teams, Skype & Cisco WebEx.
• Has a working knowledge of the Microsoft System Centre products (Configuration Manager, Operations Manager & Service Manager) to deploy, monitor and support the environment.
• Has a working knowledge of Microsoft Active Directory, Microsoft Exchange Server 2016, Office 365 for creating and editing user accounts.
• Knowledge and experience with JAMF for Mac administration, imaging, deployment.

CAA maintains a fully-vaccinated environment, for the safety and health of employees and guests, to the extent allowed by local law. Where permitted, all CAA employees will be required to be fully vaccinated against COVID-19 (including any waiting periods) and provide approved documentation when: 1) working in or visiting any CAA office; 2) attending any CAA company events, whether in the office or not; or 3) meeting with clients at any location. CAA also expects that all employees will take responsibility for maintaining optimal vaccine levels; for instance, this may include receiving boosters for which they are eligible. If you are unable to get a vaccine due to a medical condition, disability, or a religious belief, CAA will consider your accommodation request. The Company's policies in this regard may be updated from time to time, as pandemic/endemic conditions and local laws evolve.

Jobcode: Reference SBJ-r79mv8-3-137-220-120-42 in your application.