Senior Support Technician
WWE
Stamford, CTThis was removed by the employer on 11/12/2018 5:20:00 AM PST
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Full Time Job
WWE has an exciting opportunity for a Full time Senior Support Technician to join the Enterprise Technology team based in Stamford, CT. The primary role of the Senior Support Technician is to provide level-2 and level-3 support for the WWE Technology environment. This includes the administration and support of both hardware and software as it relates to Enterprise Technology, maintaining and managing client/server applications, and desktop-based operating systems deployed within the company.
Key Responsibilities:
• Provide Help Desk level-2 and level-3 support for WWE workstations, laptops, printers, peripherals, and other computer-related devices
• Provide escalation and backup level-1 support for the technical services team
• Coordinate with other technology groups to ensure incident resolution and service request completion
• Provide subject matter expertise for standard WWE technology, services, and processes
• Participate in managing support calls to the Help Desk via phone and e-mail, ensuring courteous, timely, and effective resolution of end user issues
• Provide hands-on support for the Desktop/LAN environment
• Participate in monitoring and maintaining system key process improvements
• Manage user account integrity and the Active Directory database
• Troubleshoot and resolve system hardware and software incidents
• Ensure hardware inventory is complete, current, and up-to-date with lifecycle practices
• Provide new technology and service recommendations
• Participate in moves, adds, and changes as they relate to the WWE technology environment
• Follow established policies, procedures, and technology standards to ensure system availability and security
• Act as a key point of contact for business teams to manage escalations and support scheduling
• Work with vendor and consulting services to resolve technology issues
• Maintain the integrity of technology in all WWE office locations
• Provide support for approved mobile technology
• Maintain and manage loaner policies for computer, peripherals, and presentation equipment
• Maintain WWE standard computer images, provide guidance on deployment best practices, and deploy standard WWE-managed computers
• Frequent travel and on-call escalation support
• Other related tasks as required
Qualifications:
• College diploma or university degree, preferably in a technology field, and/or 5 years of equivalent work experience
• A and/or Network industry certification
• Microsoft Certification - MCP or MCSA a plus
• Apple Certification - ACMT preferred
• Extensive knowledge of Microsoft Windows and PC Hardware
• Experience with Apple products and Mac OS
• Specific knowledge of Microsoft Office Products and client applications, Office 365 experience a plus
• Experience supporting iPhone/iPad devices within a Microsoft Exchange Environment
• Familiar with TCP/IP protocol
• Experience supporting and driving adoption to cloud services and SaaS platforms
• Hands-on hardware and software troubleshooting experience
• Excellent written and verbal communication and interpersonal skills
• Able to present technical ideas in professional and user-friendly language
• Experience providing white-glove support for senior management and executives
• Able to effectively prioritize tasks in a high-pressure environment
• Outstanding customer service focused attitude
• Able to lift and transport moderately heavy objects/equipment, such as computers and peripherals
• Understanding of the ITIL framework and Service Management best practices
• Experience with ServiceNow and/or another ticketing system
• Experience with asset management best practices
• Experience with Windows Imaging solutions
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