Technical Support Rep
ViacomCBS
Nashville, TNThis was removed by the employer on 9/11/2019 11:55:00 AM PST
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Full Time Job
The Technical Support Representative reports to the Manager of Client Services and will provide the expertise required to maintain and support various IT systems while adhering to department and company standards. The Technical Support Representative will provide a high level of customer service, advanced technical support for end user software and hardware, as well as network, server, audio visual, and telecommunications support as needed.
PRINCIPAL RESPONSIBILITIES:
• Repairs PCs/peripherals, troubleshooting more complex problems where multiple technologies may be involved.
• Configures and installs new desktop hardware and software, including upgrades.
• May provide training or orientation to users on Viacom-specific applications and technologies.
• Supports equipment/operating systems, installing, troubleshooting and supporting as needed.
• Escalates incidents / service requests as appropriate and drives resolution efforts.
• Documents problem and resolution.
• Follows up with the customer to ensure that problems have been thoroughly addressed.
• May repair and provide preventive maintenance on a variety of makes and types of equipment and/or systems ensuring timely and continued operation.
• Be involved in providing employee onboarding support, including managing and granting access to key operational software tools.
• Has a good understanding of most Viacom-specific technologies and systems that impact the technology environment.
• Possesses a seasoned understanding of operating system architecture.
• Understands network connectivity and infrastructure.
• Supports Viacom tentpole and corporate events.
• Provides video conference setup support and troubleshooting.
• Strong Orientation Towards Customer Service.
ADDITIONAL RESPONSIBILITIES:
• Has a strong and broad understanding of the company's products, services and basic business processes, and the ability to prioritize the criticality of a user area or application requiring support.
• Understands the technology organization and where to escalate customer or operational problems.
• Can assess and resolve nearly all standard and many non-standard more complex problems, including those escalated by more junior staff members.
• Courteous and tactful at all times with customers and MTS colleagues. Diffuses problem situations effectively. Is always seen by customers as professional and helpful.
• Effectively probes customers to determine the actual nature, or underlying cause, of a user problem.
• Works to Assess the Customer's Comfort Level with Technology, And May Have To Manage The Customer's Anxiety And Stress.
• Engenders confidence in customers during the most sensitive escalation issues and situations.
• Operates effectively as part of a larger team and in managing own work.
• Receives general direction, work in progress is monitored periodically.
• Light scheduled off hour maintenance.
• Occasional off-site, remote, and event support.
Basic Qualifications
• Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills.
• Strong knowledge of all Microsoft Office Suites on PC and Mac, including O365.
• Strong knowledge of Microsoft’s Operating Systems (Win7 – Win10).
• Exceptional knowledge of Macintosh Operation Systems (10.7-10.13).
• 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, DUO, etc.)
• Ability to troubleshoot mobile devices (Android, iPhone, iPad, etc.)
• Previous experience with tracking tickets in an incident management system, such as ServiceNow.
• Exceptional ability to follow procedures and processes to ensure IT Compliance.
• SCCM and/or JAMF Pro experience is desired.
• Knowledge of VOIP technology.
• Knowledge of Cisco telephony.
• Ability to keep pace in a fast-moving environment.
• 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 (Cisco, Polycom, BlueJeans).
• A. / B.S. in a computer science related field (or) 3 years’ experience in system administration and support
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