Manager, Remote Support job opportunity at Condé Nast.

Home Jobs In India Tag: Remote Support Manager, Remote Support position at Condé Nast


DatePosted 30+ Days Ago bot
Condé Nast Manager, Remote Support
Experience: General
Pattern: full-time
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Remote Support

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degreeDiploma
loacation MARKSQUARE, Bengaluru, IN, India
loacation MARKSQUARE, Be..........India

Condé Nast is a global media company producing the highest quality content with a footprint of more than 1 billion consumers in 32 territories through print, digital, video and social platforms. The company’s portfolio includes many of the world’s most respected and influential media properties including Vogue, Vanity Fair, Glamour, Self, GQ, The New Yorker, Condé Nast Traveler/Traveller, Allure, AD, Bon Appétit and Wired, among others. Job Description Location: Bengaluru, KA Condé Nast sets the benchmark for publishing excellence with leading print and digital brands, including Vogue, Vanity Fair, GQ, Glamour, Wired, Conde Nast Traveller and AD.   Headquartered in New York and London and operating across 28 markets, we publish over 30 iconic print and digital brands, reaching more than 240 million people worldwide.   With a commitment to delivering beautiful, influential content and brand experiences, our mission is to open the doors to a word of excellence, creativity and passion.  Condé Nast is running a major digital business transformation of our business technology and systems, and a long-term commitment to investing into our digital capabilities. Technology is a key part of Condé Nast’s future, and key to the success of this transformation. Historically, we have had different technology stacks in markets all over the world. Now we are looking at unifying our core technology platforms. This is a new global team, with a hub in New York, London, Bangalore and Chennai, this role has the opportunity to help define our Site Support capability on a global scale. You will get a rare look at digital publishing around the world.   As a Technology Support Manager you will be working as part of the Global Support team as a member of our HQ Support Team leading and providing 1st and 2nd Line Support remotely via Phone, Chat, and through Condé Nasts’s Global Support Portal.    The successful candidate will have solid experience leading support teams in supporting Mac and Windows systems in an Active Directory environment and will have a mixture of skills that can encompass troubleshooting relevant applications, or providing ad-hoc mobile device support to staff, VIPs, or business visitors.   Knowledge of building Mac and Windows systems is essential and strong network troubleshooting capability is a requirement. Our ideal candidate will be enthusiastic and willing to throw themselves into situations where discretion and diplomacy are just as important as ‘computer knowledge’ in resolving problems and has an open-mind to new technologies; which will add value to the Technology department operationally and their development.   Working with other teams in the department is key, so this person will need to be a strong communicator and have good awareness of issues current and arising. The role assumes the successful candidate will work in a co-operative, diplomatic and flexible manner. Key Duties & Responsibilities: Management Tasks Act as a play/coach, both leading the team and handling support issues. Lead a team of ~6 support engineers spanning EMEA and U.S. hours. Handle performance, scheduling, and workload.   Support Tasks Triage and log all incoming support calls into ServiceNow, providing first-call resolution (by telephone, remote control or chat). Management of ServiceNow Support queue, escalating requests to the appropriate party, as needed. Provide first and second level troubleshooting and issue resolution. Escalate issues as required. In conjunction with the Senior Support Specialist and team leadership, monitor high impact issues to ensure all relevant staff are deployed effectively. Ensure relevant Global support colleagues are made aware of the current support issues via agreed communication procedures. Provide ad-hoc audio/visual support for meetings, events, conferences and webinars. Integrate with other support teams to provide seamless, coherent colleague support where required (projects, high-impact responses). Champion IT Security, protecting the company’s IP through application of policies and procedures. Essential Skills & Requirements: Please use bullet points Windows and Mac OS (80%+ Mac) G-Suite and Office365  Working to SLA’s and ITIL based processes Active Directory Administration PC and Mac hardware troubleshooting Printer troubleshooting Network essentials (TCP/IP basics) & connectivity Audio Visual Skills (Zoom) Mobile device support (iPhone / iOS) Adobe CC Enterprise Bomgar Sophos Slack Polycom ServiceNow 8x8 OKTA   Excellent troubleshooting, customer service, and communication skills are a must. Existing troubleshooting/helpdesk experience is a plus. Willingness to work UK (and possibly U.S.) hours.  In-office Monday-Friday. What happens next? If you are interested in this opportunity, please apply below, and we will review your application as soon as possible. You can update your resume or upload a cover letter at any time by accessing your candidate profile. Condé Nast is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, familial status and other legally protected characteristics.

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