IT Workforce Support Technician

Discovery, Inc. (Formerly Scripps Networks Interactive); Ciudad de México; Híbrido; MXN 548,000 - 823,000; Jornada completa

Descripción de la vacante

A leading media and entertainment company in Mexico City is seeking an IT support specialist to provide technical assistance across business units. The role requires strong communication skills in both English and Spanish, along with experience in customer service and technical support. Responsibilities include resolving IT incidents, configuring hardware, and maintaining communication with clients. This position offers a chance to be part of a dynamic team that values innovation and growth.

Formación

• Previous experience in an Enterprise-level support environment.
• Must be bilingual (English - Spanish).
• Ability to prioritize workload based on operational needs.
• Understand network topologies and backend infrastructure.
• Experience with Windows 10, Mac OSX, and remote access tools.

Responsabilidades

• Provide 1st and 2nd level technical support for IT incidents.
• Document incidents into the ServiceNow ITSM system.
• Install and configure end-user IT hardware.
• Assist technical team with project risk management.
• Communicate technical information to both technical and non-technical personnel.

Conocimientos

Technical support

Customer service

Communication

Problem solving

Flexibility

Herramientas

ServiceNow

Microsoft Office 365

Zoom

Active Directory

JAMF for Mac OSX

Descripción del empleo

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next... From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role:

This role forms a critical component in the IT department's ability to deliver a high-quality service across all business units at Warner Bros Discovery Mexico. The role is highly visible, customer facing, and is representing the IT organization while providing day‑to‑day desktop support to the end‑user community.

Your Role Accountabilities

OPERATIONS

• Provides 1st and 2nd level technical support for IT hardware and software related incidents.
• Properly document resolved incidents into the ServiceNow ITSM system.
• Install, setup, and configure end‑users' assigned IT hardware including PCs / Laptops / Tablets / Printers.
• Assist other members of the technical team while working in projects and or providing time sensitive solutions to opened incidents and/or requests.
• Ensure timely communication & resolution of incidents and/or requests as established by the Service Level Agreement.
• Ability to diagnose and resolve issues with Windows 10, Windows 11, Apple OSX, and a variety of enterprise applications.
• Provide follow‑up to clients on pending and/or resolved incidents.
• Contribute to the implementation of the global desktop support standards, processes, and documentation.
• Maintain accurate inventory of serviced equipment, utilizing existing tools and processes to keep track of IT assets.
• Ensure that hardware‑provisioning requests are managed and deployed timely and efficiently.

COLLABORATION

• Assist other members of the technical team while working in projects and or providing time sensitive solutions to opened incidents and/or requests.
• Liaison with key 3rd party suppliers and internal resolver groups when needed.
• Communicate with other internal service departments.
• Conduct training programs designed to educate an organization's computer users about basic and specialized applications.
• Communicates highly technical information to both technical and non-technical personnel.

Qualifications & Experiences

• Previous experience in an Enterprise‑level support environment.
• Strong communication (to client, team, management, and strong customer facing skills (both verbal and written)
• Working knowledge of ITIL Foundation certification desired. Must be able to effectively communicate with owners of ITIL Disciplines (Incident, Problem, Change, Release, and Configuration) to provide effective IT support to the end‑users.
• Ability to prioritize workload based on operational needs.
• Understand network topologies and be able to support back‑end infrastructure.
• Previous experience with Windows 10, Windows 11, Mac OSX, MS Office 365, and Zoom.
• Ability to use Incident Management System (ServiceNow).
• Previous experience setting up, configuring, and troubleshooting, Microsoft Outlook.
• Previous experience in supporting Remote Access Tools (VPN, Citrix).
• Ability to build, configure, deploy and trouble shoot the desktop/laptop/printing/mobile devices in both (Windows and Mac) platforms.
• Good understanding of Microsoft's Active Directory.
• Previous experience managing large group of Windows‑based systems utilizing Microsoft's System Configuration Manager (SCCM)
• Previous experience managing large group of Apple‑based systems utilizing Apple's Remote Desktop as well as JAMF for Mac OSX.
• Able to demonstrate flexibility, including flexibility in working and changes in process.
• Show initiative and positive attitudes when dealing with problems.
• Must be highly motivated with the ability to assimilate and learn new technologies.

Other Requirements

• Must be bilingual (English - Spanish).
• Must be able to work nights and weekends if needed.
• Must be capable of lifting at least 30 lbs.
• Be familiar with corporate structure and feel comfortable interacting at any level within the company while providing technical support.
• Must be a team player with strong work ethics.
• Must possess good time management skills.
• Must assist the office on a Monday to Friday basis.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.