Warner Bros. Discovery

Hybrid

View Profile

Jobs//Hybrid//Cybersecurity + IT//

Tech Support IV

Sorry, this job was removed at 1:34 p.m. (EST) on Friday, July 26, 2019

View 300 Jobs

Find out who's hiring in Greater NYC Area.

See all Cybersecurity + IT jobs in Greater NYC Area

View 300 Jobs

Apply

By clicking Apply Now you agree to share your profile information with the hiring company.

Save job

Position Summary

Our Team
As 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 procedures
3. Manage stock for replacement equipment needed on-hand
4. Manage return of loaner equipment
5. Manage PC/Mac refresh projects for new equipment
6. SRM ordering for replacement hardware parts
7. Support deployment of equipment to new users or movement to new locations
8. Drive clients to the TechKnow Bar area whenever possible to engage one-on-one and provide service with availability to stocked tools and supplies
9. Monitor technical communications to IT mail groups (Techline, DNE ISS, etc) and be aware of changes impacting clients
10. Raise awareness and inform management team of potential day-to-day issues or obstacles
11. Provide a seamless and professional experience in supporting remote and regional customers
12. Log into the Avaya Call Distribution System when necessary when overflow support is necessary
13. 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 resolution
14. Maintain on-going communication with customers, keeping them up-to-date with the progress of their tickets
15. Serve as a liaison between other support teams and the customer as required by working collaboratively across all leadership levels
16. 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 resolution
18. Ability to embrace and support new technologies introduced first hand to IT
19. 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

Apply Now

By clicking Apply Now you agree to share your profile information with the hiring company.

Save job

Email For Later

loading ...

Emailed

By clicking Apply Now you agree to share your profile information with the hiring company.

Ameya Karvir

Vice President of Data Science and Analytics

ON THE CUTTING EDGE

Keeping at the forefront of content consumption

Karvir and co. use data-rich insights to deliver experiences that will resonate, such as fine-tuning streaming personalization or suggesting relevant content for web visitors. “With the whole aspect of personalization, we are catering to every single individual on their device,” he said. To continue leading in their field, he prioritizes adaptability among teammates as a key attribute in navigating an oft-evolving industry.

My team operates as a mini R&D center and brings forth what we find useful. It’s all about speed, research, exploration and how we make it actionable.

Ameya Karvir

Vice President of Data Science and Analytics

Melanie Lantin

Vice President of Product Design and User Research – Consumer Digital Products

PILLARS OF SUPPORT

Leaders don’t just manage, but empower

At her first design review for home brand Magnolia, Lantin noticed something she described a rarity: The audience was overwhelmingly female. “It was really refreshing that Magnolia, with Joanna Gaines at the helm, already prioritized female leadership and vision,” she said. For Lantin, this powerful realization underscored the broader culture of support and empowerment, which she expands on by mentoring colleagues.

I make sure I’m available to all my team members and know that I can offer a specific type of help or mentorship to the women on my team by giving them all of the tools that can help them navigate their careers.

Melanie Lantin

Vice President of Product Design for Magnolia Direct-to-Consumer

Martin Ma

Group Vice President, Engineering

PEOPLE-DRIVEN TECH

Staying focused on the human element

Steering engineering for brands such as Food Network Kitchen as well as Discovery websites, Ma helps the organization scale in a fast-moving space. But, for Ma — who embraces a “lean startup” mindset — the challenges transcend tech. “It’s all about people. We build a team of subject matter experts who know areas of a product inside-out, while everyone on the team understands the bigger picture,” he said.

Engineering problems are always people problems, and there’s nothing a great team of empowered engineers can’t solve.

Martin Ma

Vice President of Technology

What are Warner Bros. Discovery Perks + Benefits

Warner Bros. Discovery Benefits Overview

Warner Bros Discovery offers a comprehensive set of benefits and perks to support employees in their personal and professional lives. Some program highlights include:

• Local medical, dental, and vision programs in many countries around the world.
• On-site wellness and fitness centers across several of our office locations.
• Family support programs. In the U.S., additional services include on-site childcare in certain offices, backup childcare services, family caregiver leave, adoption, surrogacy, and cryopreservation assistance, and more.
• Tools and resources to support the mental wellbeing of our employees and their dependents, including mental health counselors and 24/7 access to free, confidential support through our Employee Assistance Program administrators.
• Products and services to support financial wellbeing including financial planning tools, and a 401(k) savings plan in the U.S.
• Flexible work arrangements around the globe, allowing employees to better balance work and personal commitments.
• Global learning, leadership & organization programs to inspire, equip, and empower our people to thrive. These programs and resources are accessible to everyone at whatever stage they are in their career.

Culture

Volunteer in local community

Partners with nonprofits

Open door policy

OKR operational model

Team based strategic planning

Open office floor plan

Employee resource groups

Employee-led culture committees

Hybrid work model

In-person all-hands meetings

Summer hours