26 Jul
Technical Support Analyst Tier I/II
Vacancy expired!
Large entertainment and media corporation in looking for Technical Support Analyst for the Glendale, CA location. The candidate should have:
- Minimum 2 years of experience in help desk support or application support in an enterprise environment
- Bachelor’s Degree or equivalent.
- Knowledge in multiple technical areas.
- Ability to work on most phases of functional requirements.
- Excellent written and verbal communication.
- This position is responsible for the first-line (Level 1) operational support for DPEP’s Licensing and Publishing IT systems.
- It will provide customer service and help desk support for licensees, publishers and internal business users via e-mail, instant messaging and phone.
- The position will manage the support mailboxes, provide triage for all incoming incidents/requests, execute pre-defined troubleshooting steps to resolve customer issues and may occasionally provide back-up troubleshooting support for members of the Level 2 support team.
- They will ensure the continual operational heath of the applications by responding to technical support issues, driving continual service improvement and collaborating with other support and development teams across TWDC.
- This position reports to the Manager, Application Support & Operations.
- This position will act as the primary liaison between licensees, the business users and IT technical personnel and vendors, ensuring timely resolution of issues and escalation of complex or critical business problems.
- Specific activities include:
- troubleshooting, performance monitoring, support analytics, end user training and application documentation.
- Support:
- Provide first-line customer service and help desk support for licensees, publishers and internal business users via e-mail, instant messaging, and telephone
- Manage the support mailboxes and provide triage for all incoming incidents/requests
- Troubleshoot basic issues with Licensing and Publishing applications and user setup/provisioning.
- Ensure that all Level 1 incidents and requests are resolved within the applicable service level agreement (SLA)
- Escalate incidents and requests to the Level 2 support teams, where appropriate
- Respond to frequently asked questions for any known issues with the applications or service
- Facilitation of timely and effective remediation for all issues
- Operations
- Provide on-going operational support metrics for incoming e-mail messages to the support mailboxes and any related interactions or incidents
- Maintain the first-line operational support documentation
- Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines
- Project Work:
- Responsible for delivering on-time, in-scope and in-budget small to medium sized projects
- Work with management to identify and prioritize project requests
- Work with business and technology subject matter to define scope, create estimates, develop budgets and project plans, and produce Statements of Work and other planning documentation needed for funding approvals
- Facilitate project team and business planning meetings
- Track and report project status
- 2 years of experience in help desk support or application support in an enterprise environment
- 1 year demonstrated experience leveraging ITIL or other service management methodologies
- Superior Customer Service skills
- Strong analytical and problem solving skills
- Excellent interpersonal and relationship building skills
- Must be extremely organized and capable of tracking many issues simultaneously
- Needs to demonstrate the ability to build consensus and support from the IT organization on the solutions being proposed
- Demonstrated ability to complete assignments with speed, accuracy, and quality
- Excellent verbal and written communications skills communication skills, able to articulate complex ideas in succinct, business terms without the use of technical jargon
- Demonstrated ability to prioritize work assignments and to focus on the highest priority issues
- Previous knowledge working in an IT ticketing system (ServiceNow, HP Service Manager, CA, Service Desk, Remedy, etc.)
- Knowledge of Agile best practices and central tools (e.g. JIRA, Confluence, Slack)
- ITIL Foundation certification preferred
- PM Skills
- Experience in Customer Support
- Bachelor’s degree or equivalent experience in a tech
- Desired BS in Computer Science
Vacancy expired!