• Technology Support Specialist

    Job Locations US-NY-New York
    Posted Date 4 weeks ago(1/27/2020 2:07 PM)
    Job ID
    2020-2652
  • Overview

    About the Role

     

    As a vital member of our technology support team, you will work in partnership with Toronto IT Department to support the local WildBrain team by performing a variety of technical support, customer service and record keeping tasks. As the Technology Support Specialist, you will be responsible for managing IT incidents reported by internal clients, providing initial support (including investigation and diagnosis of the issue), recording the incident, restoration of service where possible and the assignment of incidents to Level 3 support teams as required. Your dedication, and passion will be key to fostering our culture of team work and exceptional  service.

     

    Who We Are

     

    Home to such brands as Peanuts, Teletubbies, Strawberry Shortcake, Inspector Gadget, Degrassi and more, WildBrain’s mission is to entertain and engage families worldwide. As a leading kids’ content and brands company recognized globally, WildBrain owns the world’s largest independent library of children’s content with more than 13,000 half-hours. WildBrain licenses its content to broadcast and streaming platforms internationally, and its global team of licensing professionals bring fan-favourite series to life through toys, consumer products and live events – building brands that captivate fans of all ages. Headquartered in Canada, WildBrain has offices worldwide. Visit us at www.wildbrain.com.

    Responsibilities

    What You’ll Do:

    • Field and log incoming support requests from end users via telephone, e-mail and walk-ups in a courteous manner
    • Understand Service Level Agreements (SLAs), associated with user community and the impact of support issues to help determine the prioritization in relation to the other existing workload
    • Effectively resolve problems or contribute to the escalation direction of the ticket to the appropriate response group based on general knowledge of PC's, operating systems (Windows, Mac OS) and various user programs
    • Maintain effective lines of communication with higher support groups and administrators, working with these groups to ensure unresolved problems are handled in an expedient manner, identify problem trends, and root causes eliminated
    • Contribute technical content and departmental procedures to the Service Desk Knowledge Base
    • Evaluate documented resolutions and analyze trends for ways to prevent future problems

    Qualifications

    What You Bring:

    • Minimum 3 years of technical working experience in a support role with a very strong background in Windows 10, macOS and Office 365
    • Working knowledge of Microsoft Active Directory and GPO
    • A CompTIA A+ / Network + certification(s) and have a post-secondary Information Technology diploma or Computer Science Degree would be an asset
    • Experience setting up and troubleshooting macOS and devices (including but not limited to MacBooks, iPhones & iPads) is an asset
    • Knowledge of Information Technology Infrastructure Library (ITIL) best practices an asset
    • Previous experience working with the ServiceNow ITSM a definite asset
    • Exceptional written and verbal communication skills; ability to present ideas in user-friendly language; proven ability to listen, understand and communicate effectively; keen attention to detail; proven analytical and problem-solving abilities; active self-starter with a proven ability to take initiative and be proactive
    • Exceptional organizational skills with the ability to effectively prioritize and execute tasks in a dynamic and fast paced environment

    WildBrain is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. We will accommodate people with disabilities throughout the recruitment and selection process and encourage applicants to make their needs known in advance if accommodation is required.

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