Technical Support Analyst

3 weeks ago

Washington, United States Warner Media, LLC Full time

Welcome to Warner Bros. Discovery the stuff dreams are made of.

Who We Are

When we say, the stuff dreams are made of, were not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBDs vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating whats next

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role

The Technical Support Analyst role works in our onsite Tech Bar providing both remote and in-person support across the business. This position plays a vital front line support role providing both hardware and software support. We delivery these technology solutions with white glove treatment.

Your Role Accountabilities

  • Provide escalation support from level 1 support using the ServiceNow Live Chat & Phone service. Prompt responding is vital.?

  • Provide remote/virtual support using Zoom or other remote tools available to technicians.?

  • Work on Global Service Desk incidents/requests that are routed to the Global Service Desk via ServiceNow and with Local Workforce Support teams to help resolve/satisfy incidents/requests .?

  • Use of additional IT tools to provide 1st line resolutions including Okta admin, Active Directory, Intune, ServiceNow, Zoom etc.?

  • Record Incidents accurately and timely in the ServiceNow ticket management system.?

  • Communicate with 2nd line support teams for incident follow ups or escalations.?

  • Managers as it relates to outdated documentation.?

  • Keeping customers properly informed of open tickets.?

  • Supporting Windows, OSX, IOS and Android operating systems.?

  • Supporting Apple, Dell and Lenovo devices.?

  • Supporting printing and MFP setups in the WBD environment.?

  • Occasional business travel may be required, and your involvement will be expected when circumstances permit.

  • Participation in global projects may be required to deliver new services.?

  • Any other ad hoc responsibilities as requested by the Manager.?

Qualifications & Experiences

  • HS diploma/equivalent; BS degree preferred

  • Minimum 2 years of technical support experience, providing hardware and software support

  • Experience managing outages

  • Ability to work 100% onsite ?(with occasional remote as business flow allows)

  • Ability to work Weekend, Public Holidays, and Shifts

How We Get Things Done

This last bit is probably the most important Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law. If youre a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.

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