Position Summary

Our Team
As Discovery Inc’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 III role is to provide senior first-line support to our global customers. This support can be rendered in the form of phone, email, chat, or face-to-face interactions. Resources supporting this role are our initial face-of-IT and are expected to have a versatile skill set both technically and personally with an ability to stay focused and continually develop as an experienced and skilled technician. Technicians in this role will mentor and groom technicians in the Tech I and II roles and handle more complex issues.

Responsibilities

1. Outage vetting – confirmation of critical outage situations
2. Planned outage notifications
3. Emergency outage notifications
4. TechKnow Bar support
5. Ability to diagnose and resolve issues with Microsoft and Apple Operating systems and their respective user applications software
6. Liaise with key 3rd party suppliers and internal groups when needed
7. Organize, prepare and participate in public events including IT clinics and shows
8. Configure and support mobile devices
9. Support hardware team with desktop imaging and other duties
10. Provide support for facilities restack/moves

11. Provide a pleasant experience to the customer community and reflect the positive image of IT overall
12. Log into the Avaya Call Distribution System and spend the majority of the working day accepting and handling customer calls
13. Process and provide a first tier resolution for incidences or requests reported from initial contact (via phone, email, chat, or web ticket) with established Service Level Agreements
14. Provide a seamless and professional experience in supporting remote and regional customers
15. 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 2nd/3rd line acceptance
16. Maintain on-going communication with customers, keeping them up-to-date with the progress of their tickets. Serve as a liaison between other support teams and the customer as required by working collaboratively with 2nd/3rd line teams
17. Provide support in the management of outages as needed, providing communications to small and large scale user groups. Be proactive and ensure constant follow up with involved IT teams to ensure resolution within established SLAs
18. Ability to embrace and support new technologies introduced first hand to IT
19. Assist in software rollouts and project / technology delivery
20. Keep Knowledge Base(s) up-to-date

Requirements

* Minimum of 4 years hands-on experience in a fast-paced, Service desk environment
* 4+ years MS Outlook support experience
* 4+ years Active Directory administration experience (Windows users, groups, shares and network printers)
* 4+ years supporting MS Office suite
* 4+ years support Citrix environment
* 4 + years’ experience supporting Blackberry, iPhone, and Android Handheld Devices
* 4+ years’ experience supporting Windows operating system
* 4+ years’ experience supporting Microsoft Office product suite (minimum intermediate knowledge level required)
* 2+ years’ experience supporting Mac desktops, laptops, and iPads
* 2+ 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
* 1-2 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 provide Total Call Ownership to include handling irate customers, escalating issues as appropriate and providing the necessary follow up before incidents are closed
* 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