Tech Support IV
New York City, NY

Job Description

Position Summary

Our TeamAs Discovery's portfolio continues to grow - around the world and across platforms - the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discovery's products, while articulating the long-term technology strategy that will enable Discovery's growing pay-TV, digital terrestrial, free-to-air and online services to reach more audiences on more platforms.From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.

The Role The primary objective of the Tech IV role is to support our TechKnow Bar on-site support desk (in specified locations) and issues related to software and hardware support needs of our customers. Technicians supporting this role interact face-to-face with our business users and are expected to have a versatile skill set both technically and personally with the ability to stay focused and continually develop as an experienced and skilled technician. Technicians in this role will be expected to self-manage the workload in this area and balance priority issues by vetting risk and exposure. This is a fast-paced hands-on position where individuals are required to stay fixed to the TechKnow Bar location when on-duty.

Responsibilities

1. Provide premier support service to clients including but not limited to software installation, hardware replacement, loaner equipment, mobile device support, and training/guidance on use of Discovery approved applications/tools 2. Manage and evolve TechKnow Bar start-up and shut-down practices and procedures3. Manage stock for replacement equipment needed on-hand4. Manage return of loaner equipment5. Manage PC/Mac refresh projects for new equipment6. SRM ordering for replacement hardware parts7. Support deployment of equipment to new users or movement to new locations8. Drive clients to the TechKnow Bar area whenever possible to engage one-on-one and provide service with availability to stocked tools and supplies9. Monitor technical communications to IT mail groups (Techline, DNE ISS, etc) and be aware of changes impacting clients10. Raise awareness and inform management team of potential day-to-day issues or obstacles11. Provide a seamless and professional experience in supporting remote and regional customers12. Log into the Avaya Call Distribution System when necessary when overflow support is necessary13. Uphold professional ticket management from the get-go for the benefit of the rest of the global support teams by ensuring all ticket types are logged, work logs comprehensively updated and then carefully manage routing to ensure resolution14. Maintain on-going communication with customers, keeping them up-to-date with the progress of their tickets15. Serve as a liaison between other support teams and the customer as required by working collaboratively across all leadership levels16. Provide support in the management of outages as needed, providing communications to small and large scale user groups. 17. Be proactive and ensure constant follow up with involved IT teams to ensure resolution18. Ability to embrace and support new technologies introduced first hand to IT19. Keep Knowledge Base(s) up-to-date

Requirements

* 5+ years MS Outlook support experience* 5+ years Active Directory administration experience (Windows users, groups, shares and network printers)* 2+ years of Lotus Notes/Domino experience* Able to communicate technical matters to technical and non-technical audiences* Flexibility to work evening, weekend, and overnight shift* 5+ years supporting MS Office suite* 2+ years Citrix support* 2+ years' experience supporting Blackberry, iPhone, and Android Handheld Devices* 5+ years' experience supporting Windows operating system* 5+ years' experience supporting Microsoft Office product suite (minimum intermediate knowledge level required)* 5+ years' experience supporting Mac desktops, laptops, and iPads* 5+ years' experience supporting LAN and WAN network connectivity and routing issues, including network printing* Experience using SMS or similar software for remote troubleshooting, software deployment, audit and hardware inventory* 5+ years ServiceNow or similar Call Management application experience* Experience using SMS or similar software for remote troubleshooting, software deployment, audit and hardware inventory* Excellent written and verbal communication skills and a friendly disposition* Excellent interpersonal skills* Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements* Ability to define & document IT support procedures as required* Ability to maintain focus in a high pressure environment
* Must have the legal right to work in the United States

New York City, New York, NYC, NY