IT Support Technician

Job Description

Your New Role:

Reporting to the manager of service desk and user support , this role forms a critical component in the IT department's ability to deliver a high-quality service across all business units at the Miami office. The role is highly visible, customer facing, and is representing the IT organization while providing day-to-day desktop support to the end-user community.

Your Role Accountabilities:
• Provides 1st and 2nd level technical support for IT hardware and software related incidents.
• Properly document resolved incidents into the ServiceNow ITSM system.
• Install, setup, and configure end-users' assigned IT hardware including (PCs / Laptops / Tablets / Printers).
• Assist other members of the technical team while working in projects and or providing time sensitive solutions to opened incidents and/or requests.
• Ensure timely communication & resolution of incidents and/or requests as established by the Service Level Agreement.
• Ability to diagnose and resolve issues with Windows 10, Apple OSX, and a variety of enterprice applications.
• Liaison with key 3rd party suppliers and internal resolver groups when needed.
• Provide follow up to clients on pending and/or resolved incidents.
• As a member of the Global Workforce Support team, contribute to the implementation of the global desktop support standards, processes and documentation.
• Maintain accurate inventory of serviced equipment, utilizing existing tools and processes in order to keep track Io IT assets.
• Communicate with other internal service departments.
• Ensure that hardware-provisioning requests are managed and deployed timely and efficiently.
• May conduct training programs designed to educate an organization's computer users about basic and specialized applications.
• Communicates highly technical information to both technical and non-technical personnel.

Qualifications & Experiences:
• Previous experience in an Enterprise-level support environment.
• Strong communication (to client, team and management) and strong customer facing skills (both verbal and written)
• Working knowledge of ITIL Foundation certification desired. Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end-users.
• Ability to prioritize workload based on operational needs.
• Understand network topologies and be able to support back-end infrastructure.
• Previous experience with Windows 10, Mac OSX, MS Office 365, and Zoom.
• Ability to use Incident Management System (ServiceNow).
• Previous experience setting-up, configuring, and troubleshooting, Microsoft Outlook 2016.
• Previous experience in supporting Remote Access Tools (VPN, Citrix).
• Ability to build, configure, deploy and trouble shoot the desktop/laptop/printing/mobile devices in both (Windows and Mac) platforms.
• Good understanding of Microsoft's Active Directory.
• Previous experience managing large group of Windows-based systems utilizing Microsoft's System Configuration Manager (SCCM).
• Previous experience managing large group of Apple-based systems utilizing Apple's Remote Desktop as well as Casper Suite for Mac OSX.
• Able to demonstrate flexibility, including flexibility in working and changes in process.
• Show initiative and positive attitudes when dealing with problems.
• Must be highly motivated with the ability to assimilate and learn new technologies.
Other Requirements:
• Must be bilingual (English – Spanish).
• Must be able to work nights and weekends if needed.
• Must be capable of lifting at least 30 lbs.
• Be familiar with corporate structure and feel comfortable interacting at any level within the company while providing technical support.
• Must be a team player with strong work ethics.
• Must possess good time management skills.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

The Legal Bits…

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@wbd.com.

Jobcode: Reference SBJ-rb279o-3-16-147-124-42 in your application.