IT Workforce Support Technician job opportunity at Warner Bros. Discovery.

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DateMore Than 30 Days Ago bot
Warner Bros. Discovery IT Workforce Support Technician
Experience: General
Pattern: full-time
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loacation Mexico City - Av. Paseo de las Palmas 405, Mexico
loacation Mexico City - ..........Mexico

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 :   T his 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.    C onduct 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   troubles h ooting , 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.

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