Technical Support Specialist

Associated Press; Lazio; Hybrid; EUR 42,000 - 51,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

English proficiency

Customer support

Communication

Team collaboration

Multi-tasking

Problem solving

Education

College degree

Technical degree or acceptable experience

Tools

Salesforce

EasyVista

Job description

The Associated Press is an independent global news organization dedicated to factual reporting. Founded in 1846, AP today remains the most trusted source of fast, accurate, unbiased news in all formats and the essential provider of the technology and services vital to the news business. More than half the world's population sees AP journalism every day.

The AP Global Technical Support team provides 24x7 support for all global products and services for AP’s staff and external clients. Technical Support Specialists assist with any technical problems reported by staff and external clients via email/cases, phone, and live chats. This is a hybrid role with an in-office requirement Tuesday through Thursday each week.

RESPONSIBILITIES:

• 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

REQUIRED JOB QUALIFICATIONS:

• 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

WHAT WILL SET YOU APART:

• Prior News and Media industry experience
• Experience with Windows, MAC OSs preferred
• Working knowledge of video and audio technology
• Working knowledge of XML and JSON
• Knowledge of Salesforce and EasyVista

The annual gross base salary (RAL): €46,500 fixed.

Application deadline is October 16th at 11:59 P.M. ET. Please submit all resumes and application materials in English in order to be considered.

AP seeks to build an inclusive organization grounded in respect for differences. We support all aspects of diversity and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability, status as a veteran, or other characteristic protected by law.