Service Desk - Tier 2 Engineer

Job Description

Who We Are

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 organizations 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.

Service Desk – Tier 2 Engineer

CAA is seeking a Tier 2 Engineer to join our Service Desk team.

The Service Desk team enables CAA's diverse, global, and high energy entertainment industry culture of agents, executives, assistants, and business partners by providing superior technical support ''end-to-end'' from the customer's first day at CAA to their last.

We seek a creative, energetic individual with technical skills and experience, who communicates well, and loves being customer focused. We are looking for engineers who bring fresh ideas from all areas and backgrounds, but above all a Service Desk engineer should enjoy working patiently and positively with people of varying technical capabilities.

What you will do

We will expect you to provide technical support to our customers through all touchpoints, whether we are contacted by phone, via chat, or email – including walk-ins and chance encounters in the hallway.

As a Tier 2 Engineer, we will entrust you to bring your experienced, professional presence to working in person -- ''deskside'' -- with our agents and executives, and their staff, to provide support and resolve issues as well as provisioning hardware.

You will troubleshoot and resolve issues with our standard laptops, as well as mobile devices such as smartphones and tablets. You will need to know the software running on those devices and be able to image computers, following our imaging process. Some of that software is commercial, such as the Microsoft 365 suite, and some of it is custom-built for CAA.

Tier 2 Engineers typically look beyond simply resolving support issues, going further to discover patterns and ultimately suggest approaches or process changes to the Tech team that will improve the experience for our customers. In addition, we will ask you to provide training for our customers to enable them to get the most out of their software.

You will work directly with our product management and product development teams, providing feedback and insight into how our customers use software to do their work, and ensuring that supportability and insight into customer needs are baked into our product plans. We need your insight and ideas into how to improve the entire experience of working at CAA.

You will assist your customers in helping them protect CAA's data, and you will educate your customers and peers on security awareness.

You will set an example for your peers in your ability to self-prioritize your work, and in your operational excellence: you will document all incidents thoroughly in our ticketing system, escalate where appropriate, follow up with customers, and resolve incidents in a timely manner.

You will work on various projects and computer deployments from beginning to end, ensuring that the imaging process is fully completed, verifying system compliancy and security protocols, helping to define project scope, timeline, resource allocation, and tracking execution.

Who you are

You have a minimum of three years of experience providing technical support, both remotely and in-person, in a professional office environment.

You have considerable experience supporting and troubleshooting Apple and Windows computer systems, iOS and Android mobile platforms, and current versions of Microsoft 365 (Office, Outlook, Teams).

You should have experience working with enterprise information technology tools such as Microsoft Endpoint Manager (SCCM), JAMF, ServiceNow, and Bomgar. You should have experience with Active Directory and be adept at basic user and security group administration.

You have experience supporting and troubleshooting the Adobe Creative Cloud suite, as well as voice-over-IP phone systems.

As someone entrusted with sensitive company information, you know how to provide an elevated level of discretion and consistently work to protect CAA's systems and data through your security awareness.

You are passionate about ''operational excellence,'' always ensuring that your touchpoints with your customers are documented, tracked, and properly resolved.

You have a great ability to learn, and you are eager to expand your areas of expertise.

Where you will be

This position requires in-person contact with our agents, executives, and staff so we expect that close to 100% of your work will take place in a CAA office.

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-g349jx-3-17-181-21-42 in your application.