Technology Analyst
Sony Pictures
Miami, FLThis was removed by the employer on 1/31/2020 2:52:00 PM PST
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Full Time Job
Technology Analyst
General Summary:
The Technology Analyst (TA) provides customer service support to Miami, Puerto Rico and other remote offices. The TA also performs problem analysis, root-cause analysis, and all relative processes that effect the customer service organization. In addition, the TA supports IT projects and tasks, and ensures the effective utilization of the information technology process as well as systems, in order to provide the highest quality of service. The Technology Analyst reports to the Technology Supervisor, based in Miami.
Responsibilities:
• Provide 2nd level help desk support, customer service and assistance to the Miami, Puerto Rico and remote employees and 1st level of support to VPs, SVPs and EVPs.
• Test and implement IT related projects
• Support with computer Installation and configuration according to SPE Standards.
• Provide support in connecting Audio Visual (AV) and Video Conference (VC) equipment.
• Perform analysis of customer problems and implements corrective action to restore functionality.
• Maintain ownership and accountability of problems and incidents until resolved and complete.
• Monitor progress on problem resolution and communicate feedback to the customer, as well as to the IT team.
• Adhere to established department policies, standards, procedures, and improvement principles.
• Required to perform new product or upgrade evaluation including thorough documentation of results.
• Participate in team meetings; provide input/solutions to improve efficiency.
• Responsible for providing appropriate approved IT assets during employee onboarding and recovery of the IT assets during employee offboarding.
• Miscellaneous duties including setting up IT infrastructure for new offices, as needed, and other projects.
Knowledge/Skills/Abilities:
• Strong working knowledge of technical platforms supported in SPE's environment (Office 365, Windows 10, and MacOS).
• Strong working knowledge of Software Installation, Laptop/Desktop hardware, Computer Configuration, IOS and Android devices.
• Familiar with current IT security best practices and tools.
• Knowledge of project management tools, processes, and principles.
• Strong customer service-oriented focus.
• Strong problem-solving skills with ability to implement solutions to multiple difficult problems.
• Strong interpersonal skills are required. Ability to work effectively with team members, clients and other areas of the IT environment.
• Strong verbal and written communication skills. Fluent in English and Spanish. Portuguese is a plus.
• Build solid relationships with local users and SPE's IT team across Latin America.
• Learn and administer SPE's Internal Policies and Procedures.
• Working knowledge of continuous process improvement methodologies and customer satisfaction metrics.
• Ability to be flexible and deal with change both internal and external to the organization.
• Understand and promote the direction and vision of the customer service organization.
• Understanding of IT security and network risks.
• Superb time management and the ability to prioritize ever-shifting responsibilities.
• Deliver tasks and projects on time and meeting the expected standards of quality.
• Basic Knowledge of Audio and Video systems.
• Some travel is required.
Experience and Education requirements:
• Bachelor's degree in Computer Science or related field, or equivalent work experience is required.
• 2+ years of experience in a corporate environment with a strong understanding of customer support needs.
*Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.
USA - Miami - Teleuno (SPTI) - FL01