Technical Support Analyst

Warner Bros. Entertainment; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading entertainment company is seeking a remote IT support specialist responsible for providing high-quality technical assistance to users globally. The ideal candidate will support various operating systems and devices, foster teamwork, and demonstrate exceptional problem-solving and communication skills. Responsibilities include incident management and collaborative support across multiple teams. Flexibility for shifts and weekends is required for this position, making it important for applicants to have experience in customer service and a tech-savvy background.

Formación

• Experience dealing with security incidents.
• Ability to handle multiple assignments concurrently.
• Comfortable working autonomously across time zones.

Responsabilidades

• Provide escalation support from level 1 support.
• Record incidents accurately in the ticketing system.
• Support multiple operating systems and device types.

Conocimientos

Analytical skills

Problem-solving skills

Excellent communication

Team collaboration

Prioritization

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.

Overview

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 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.
  • Identify, modify, create and work with Knowledge Managers as it relates to outdated documentation.
  • Keep customers properly informed of open tickets.
• Misc.
  • Support Windows, OSX, IOS and Android operating systems.
  • Support Apple, Dell and Lenovo devices.
  • Support printing and MFP setups in the WBD environment.
  • Occasional business travel may be required, and involvement is 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.

Notable 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.
• Take 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 for instructions to submit your request.