Global Technical Support Specialist – 24x7 Hybrid

Associated Press; Lazio; Hybrid; EUR 42.000 - 51.000; Vollzeit

Zusammenfassung

The Associated Press is hiring a Technical Support Specialist to provide 24x7 support for AP products and services. This hybrid role requires in-office presence Tuesday through Thursday and involves assisting external clients with APIs, device deployment, and system configurations.

Applicants should have a college or technical degree or equivalent experience, strong English communication skills, and the ability to multi-task in a fast-paced global team environment.

Qualifikationen

• College degree, technical degree or acceptable experience.
• 1+ year(s) customer support experience (telephone, email, online chat, etc.).
• Must possess a service-oriented attitude and be able to communicate and coordinate well with clients and global team members via designated work channels.
• English language proficiency (both written and verbal).
• Communicate effectively and professionally with staff of all levels.
• Proven ability to work in a team environment.
• Must be a self-starter with the ability to multi-task, manage multiple workloads, take accountability, and deliver results to meet competing priorities in a busy environment.
• Familiarity with client integrations pertaining to various Content Management Systems and Vendor Solutions.
• Understanding of network protocols TCP/IP, HTTP, FTP, SMTP and NNTP. Must be able to troubleshoot problems related to these protocols.
• Working knowledge of modern hardware deployment technology and be able to assist with any issues.

Aufgaben

• Assist external clients with APIs setups.
• Assist and support Elections setup and applications.
• Troubleshoot and resolve issues related to Azure, Intune, SCCM and other tools used for deployment and management of AP hardware and back-office applications.
• Deploy and support MAC and PC hardware.
• Provide support during Special events (optional).
• Deploy mobile devices and support, iOS, and Android.
• Setup photo and video equipment.
• Provide AP staff account management, password resets, assist with management of membership of distribution lists and groups.
• Provide account management for any portals used by the AP external clients.
• Provide support for Video technology and services used by external clients and AP staff.
• Modify customer entitlements as necessary.
• Generate API keys and welcome letters.
• Administer various roles for external clients in the eAP system.
• Troubleshoot issues with Amazon and Microsoft cloud-based applications.
• Support third party tools used for collaboration and information sharing.
• Track all support activities through AP support tools.
• Troubleshoot access and functional issues with all AP Customer Portals.
• Troubleshoot and resolve issues with printers, conference rooms, and other office equipment.
• Troubleshoot and resolve issues with VPN connections / Wi-Fi networks/VOIP phone systems.
• Provide peer to peer training on as needed basis.
• Work on special projects, as necessary.
• Travel may be required.
• Work on bureau relocations and setup, as necessary.
• Must be available to work flexible hours and longer shifts, as necessary.

Kenntnisse

English proficiency

Customer support

Communication

Team collaboration

Multi-tasking

Problem solving

Ausbildung

College degree

Technical degree or acceptable experience

Tools

Salesforce

EasyVista

Jobbeschreibung

The Associated Press is hiring a Technical Support Specialist to provide 24x7 support for AP products and services. This hybrid role requires in-office presence Tuesday through Thursday and involves assisting external clients with APIs, device deployment, and system configurations.

Applicants should have a college or technical degree or equivalent experience, strong English communication skills, and the ability to multi-task in a fast-paced global team environment.