Technology Support Technician
A+E Networks
New York, NYThis was removed by the employer on 7/9/2019 5:38:00 AM PST
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Full Time Job
''THE DIVISION'S STORY A E's Technology team is deep-rooted in the heart of our business. We have great people and great technologies, and together we take on the toughest challenges. As innovators, we choose to iterate, pivot, and adapt quickly. We've reinvented the way A E leverages technology to produce and sell world-class content. We've modernized our core solutions and embraced a cloud first approach. Perched on the virtues of our ''Technology Code'', we make technology better, create solutions together, and most of all, we have fun with it. Our team members are motivated individuals who help each other do remarkable things every day. Together we deliver best-in-class solutions that transform the way A E works. If this sounds like something you want to be a part of, we want to hear from you!
THE ROLE: Technology Support Technician
A E Networks is seeking to appoint a talented and committed 2nd line Support Technician to perform a key role in assisting our internal staff with technical queries within the scope of Client Services. You will be involved with a variety of service desk, desktop, telephone, remote and client facing support and will be given many opportunities to get involved within a range of IT work.
Candidates must have excellent customer service and quality management skills, equipped with the passion, resources and commercial insight to help achieve them. In return, you will be working with a wide range of technologies as part of a friendly and dedicated team in a fast paced but fulfilling environment. The ideal candidate should have experience working in a dynamic environment, requiring constant updating of knowledge in both the technical and procedural aspects of the role.
MORE ABOUT WHAT YOU'LL DO:
• Responsible for providing technical assistance and end user support - To provide second level support to high caliber customers and personnel, including Executives. You will support the first/second line team to resolve issues that come into the service desk while acting as a point of escalation for more challenging issues (60%)
• Ensure technology offerings are kept up to date - Ensure that end points are managed properly and all core tools and encryption methods are installed across the enterprise (20%)
• Serves as subject matter expert on current supported devices as well as future options - Must be current with technology and trends in the industry allowing the technician to articulate a complete, end-to-end solution to users based on their needs and the way they work (5%)
• Responsible for working with engineering, infrastructure and mobility teams on Client Services projects - Researches and develops tools to add value to the end user experience by utilizing current tools as well as recommendation of future tools that would benefit the client (5%)
• Document all work in Service now - Ensure that tickets are resolved in a timely manner to meet defined service level targets and are logged through the Service Now system to ensure issues are being tracked to provide actionable data to management. (10%)
Working hours
Usual working hours will be Monday to Friday between 10am – 6pm, with times subject to change. This will be an 8-hour shift with a 1-hour lunch. Technician will be part of an on-call rotational schedule that occurs once every 4-5 weeks.
Due to the nature of the work, you may be expected to start earlier or work later depending on user and business requirements. Technician should be available to rotate between the Stamford and New York offices on a preset schedule.
WHAT YOU'LL LEARN:
On our team, you'll have the opportunity to innovate. You will learn. You will not be alone. You'll have an opportunity to assess, recommend & lead the implementation of the latest technologies. Finally, you will have a unique opportunity to be part of some major initiatives to revamp & transform our Technology Operations and Support team into a world-class, global, and service-oriented organization.
YOUR STORY: [ BEHAVIORS] (what you need to have)
Experience supporting and utilizing the following:
• Microsoft Office 365 & Skype for Business
• Windows & Mac OS
• iOS and Android devices
• Active Directory
• Citrix Receiver / Xen App
• LANDesk / Ivanti
• Casper
• AirWatch MDM
Technical, hands on experience of the following:
• Networking – light to moderate troubleshooting
• Applications/Software – light to moderate troubleshooting
• Hardware – moderate to heavy troubleshooting
• Cyber Security – mobile and email security, Malware / Ransomware remediation
You should be:
• Be passionate about your customers with a strong will to make a difference.
• The ability to work in a dynamic environment, prioritizing and multi-tasking effectively
• Demonstrating expertise in all activities associated with providing end user support and problem resolution on complex and difficult PC hardware and software issues.
• Strong problem-solving abilities and excellent communication, customer handling and inter-personal skills.
• Strong planning, organizing and prioritizing abilities. Target focused, proactive and keen to spot opportunities to refine and improve processes and service.
• Must be able to deal directly with clients and Executives in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills.
Desired
• ITIL Certification
• Microsoft Certification (MCSA, MCITP, MCSE)
• Cisco Certification
• Mac Certification
• Experience working in broadcast / media
• Service Now or similar ITSM tool experience
THAT SOMETHING EXTRA:
If you've read this far, you're likely a great fit for us…and maybe you're fluent in sign language, have studied the circus arts or are currently writing a screenplay. If you have a special skill or backstory that might directly or indirectly help you succeed in this role, we'd love to hear about it in your cover letter.