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Technical Analyst

4 months ago

Doral, United States ACL Digital Full time

Title: Technology Analyst (on-site)Location: Miami, FL

Division/Dept: Corporate/ IT

Company Overview:

Sony Pictures Entertainment (SPE) is a subsidiary of Sony Corporation of America (SCA), a subsidiary of Tokyo-based Sony Corporation. SPE's global operations encompass motion picture production and distribution; television production and distribution; digital content creation and distribution; worldwide channel investments; home entertainment acquisition and distribution, operation of studio facilities; development of new entertainment products, services and technologies; and distribution of filmed entertainment in more than 130 countries. Sony Pictures Television (SPT) operates three complementary lines of business: 1) Distribution of SPE's feature films and television programming to television outlets around the world, 2) Local television production in key international markets, 3) International television networks and digital networks.

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 IT Lead, based in Miami.

Responsibilities:Provide 1st and 2nd level help desk support, customer service and assistance to the Miami, Puerto Rico and remote users.Keep tracking of all IT incidents using Service-Now tools - Monitor ticket queue daily; assign and/or resolve tickets.Test and implement IT related projectsSupport 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 installing, configuring appropriate approved IT assets and mobiles during employee onboarding and recovery of the IT assets during employee offboarding,Keep the IT assets inventory updated.Decommission process to Client and Mac computersResponsible for returning assets to home office as well as e-waste.Move IT Assets to different office desksSupport local and online business eventsMiscellaneous duties including setting up IT infrastructure for new offices, as needed, and other projects, some administrative tasks such as create purchase orders for IT assets and servicesPrinter Maintenance (tickets and supplies requests)Knowledge/Skills/Abilities:

Strong working knowledge of technical platforms supported in SPE's environment (Office 365, Windows 10, and MacOS, Service-Now, Intunes, IOS and Android mobile devices).Strong working knowledge of Software Installation, Laptop/Desktop/MAC hardware, Computer Configuration.Build solid relationships with local users and SPE's IT team across Latin AmericaStrong ability to work in a team with little supervision and transparent communications skills.Familiar with current IT security best practices and tools.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.Skills in Confidentiality, discretion, good judgement and common senseStrong verbal and written communication skills. Fluent in English and Spanish. Portuguese is a plus.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.Knowledge of project management tools, processes, and principles.Be able to lift or move equipment up to 25 poundsSome travel, after hours and weekend working is requiredExperience and Education requirements:

Bachelor's degree in Computer Science or related field, or equivalent work experience is required.3+ years of experience in a corporate environment with a strong understanding of customer support needs.

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