Technical Support Rep
ViacomCBS
Miami Beach, FLThis was removed by the employer on 10/19/2017 11:54:00 AM PST
Not to worry we have many other jobs on the site;
Browse all jobs
Browse the IS/IT Category
Search for Technical Support Rep jobs in Miami Beach-FL
Search all Technical Support Rep postings
Full Time Job
The Media and Technology Service Department manages the technology and computer infrastructure that drives the organizations business systems. The Miami MTS Department manages a resource infrastructure that supports the Miami headquarter office and 3 regional offices across (Mexico City, Toronto and Bogota).
The Systems Analyst position requires strong business skills and would be responsible for reviewing, analyzing and occasionally modifying systems including encoding, testing, debugging and installing to support application systems. Also, consult with users to identify current operating procedures and to clarify program objectives and be responsible for writing documentation to describe custom configuration of applications and operating procedures to liaison with 3rd party application development consultants. The position requires at least 5 years of experience in the field or in a related area, completed bachelors in Management Information System, and be ITIL certified. Also, must have a working knowledge of service desk operations and be able to rely on experience and judgment to plan and accomplish goals.
Responsibilities:
Provide technical software, hardware and network problem resolution to all VIMN corporate computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a service center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist enterprise and network Technicians; troubleshoot network printer problems; pass more complex end-user problems on to the appropriate application owner; conduct hardware and software inventory database maintenance and reporting; and perform related work as required. Operate within a team while maintaining the skill set to work autonomously. Prioritize multiple issues and be able to complete tasks in a timely and efficient manner. Strive to improve customer service, process, and efficiencies.
Act as liaison between business communities and MTS. Identify opportunities that can improve efficiency of business processes. Assist in troubleshooting software application issues. Also, troubleshoot technical issues and identify modifications needed in existing applications to meet changing user requirements. Provide assistance and advice to business users in the effective use of applications and information technology. Furthermore, release and deploy the configuration and roll-out of end-user desktop hardware, software and peripherals. Coordinates timely repair of equipment covered by third-party vendor maintenance agreements. Perform minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements. Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches. Must be able to sit for prolonged periods of time in front of a computer screen and be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.
Create the initial record of the incidents and request. Monitors open incidents on a daily basis to ensure that requests are being handled in a timely manner. Write technical procedures and documentation fr the applications including operations, user guide, etc. Produce technical documentation for new and existing applications. Participate in bi-weekly meetings with the IT network team to discuss progress and issues to be resolved, and report progress on a weekly basis to upper management
Basic Qualifications
• Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills.
• Exceptional Knowledge of all Microsoft Office Suites, including Outlook
• Visio and SharePoint.
• Exceptional knowledge of Microsoft Operating Systems (WINDOWS 7/8.1/10).
• Exceptional knowledge of Macintosh Operation Systems
• Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware.
• Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.).
• Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc).
• Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities;
• Proven ability to be flexible and work hard, both independently and in a team environment, in a high pressure on-call environment with changing priorities.
• Serve as a liaison and facilitator between all business units to assist in addressing and resolving IT software/hardware issues.
• Previous experience with tracking tickets in an incident management system.
• Excellent ability to follow procedures and processes to ensure we remain IT Compliant.
• Previous experience with Active Directory is desired.
• Knowledge of VOIP technology a plus.
• Knowledge of Cisco telephone system a plus.
• Proven track record of being detail oriented, with outstanding follow-through.
• Ability to communicate technical subject matter to non-technical staff.
• Knowledge of Video Conferencing systems (CMA, RMX and MGC).
• Willingness to work occasionally outside of normal business hours.
• Excellent English oral and written communication skills. Also fluent in Spanish