Technical Support Analyst

Warner Bros. Discovery; A distancia; MXN 539,000 - 720,000; Jornada completa

Descripción de la vacante

A leading entertainment company in Mexico City is seeking a skilled IT Support professional to provide high-quality remote assistance to users worldwide. Responsibilities include managing incidents through ServiceNow, collaborating with support teams, and maintaining documentation. The ideal candidate has strong analytical skills, is proficient in English, and is able to work autonomously. This role offers a dynamic environment with opportunities for professional growth and participation in global projects.

Servicios

Career development opportunities

Comprehensive benefits

Formación

• Experience in providing IT support and managing security incidents.
• Ability to manage outages and provide effective resolutions.
• Proficient in English with strong communication skills.

Responsabilidades

• Provide high-quality remote IT support to a global user community.
• Support end-users with incidents/requests using ServiceNow.
• Collaborate with 2nd line support teams and document incidents.

Conocimientos

Analytical skills

Problem-solving skills

Communication

Team collaboration

Time management

Educación

Secondary education in IT/Telecommunications

Herramientas

ServiceNow

Zoom

Active Directory

Intune

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:

Providing high quality remote IT support to the worldwide WBD user community. Supporting end-users in finding resolutions for their inquiries.

Your Role Accountabilities:

Operations and Administration

• Provide escalation support from level 1 support using the ServiceNow Live Chat & Phone service. Prompt responding is vital.
• Provide remote/virtual support using Zoom or other remote tools available to technicians.
• Work on Global Service Desk incidents/requests that are routed to the Global Service Desk via ServiceNow and with Local Workforce Support teams to help resolve/satisfy incidents/requests.
• Use of additional IT tools to provide 1st line resolutions including Okta admin, Active Directory, Intune, ServiceNow, Zoom etc.

Escalations, Collaboration, and Documentation

• Record Incidents accurately and timely in the ServiceNow ticket management system.
• Communicate with 2nd line support teams for incident follow ups or escalations.
• Ability to identify, modify, create and work with Knowledge Managers as it relates to outdated documentation.
• Keeping customers properly informed of open tickets.

Misc.

• Supporting Windows, OSX, IOS and Android operating systems.
• Supporting Apple, Dell and Lenovo devices.
• Supporting printing and MFP setups in the WBD environment.
• Occasional business travel may be required, and your involvement will be expected when circumstances permit.
• Participation in global projects may be required to deliver new services.
• Any other ad hoc responsibilities as requested by the Manager.

Qualifications & Experiences:

• Secondary, IT / telecommunications profile preferred.
• Superior analytical and problem-solving skills.
• Experience dealing with security incidents.
• Experience managing outages.
• Excellent written and verbal communication.
• Superb relationship building skills.
• Work collaboratively within a team.
• Ability to handle multiple assignments concurrently.
• Ability to prioritize based on criticality.
• Comfortable with autonomy based on time zone.
• English proficiency required: Upper-Intermediate.
• Ability to work 100% onsite.
• Ability to work Weekend, Public Holidays, and Shifts.

Not Required but preferred experience:

• Performing duties carefully and in a timely manner, in particular adhering to the agreed working time and using it as effectively as possible.
• Treat all users with the same positive attitude and to give maximum efforts when providing customer service.
• Taking care of the interests and good name of the employer, protecting the property entrusted to him and using it in accordance with its intended purpose.
• Improving professional skills.
• Compliance with the work regulations and other rules and procedures in force at WBD.
• Keeping official secrecy.
• Compliance with occupational health and safety and fire protection regulations.
• Carrying out other official orders and tasks ordered by the superior, related to the qualifications held.
• Business travels may be required at times, and you are expected to participate if circumstances allow it.
• Flexibility to accommodate the work and team needs may be required at certain times. Manager discretion will apply at these times.

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 (https://careers.wbd.com/global/en/accessibility) for instructions to submit your request.