Technical Support Analyst

Warner Bros. Discovery IT Support Role

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:

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 of 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.
• Ability to identify, modify, create and work with Knowledge Managers as it relates to outdated documentation.
• Keeping customers properly informed of open tickets.

Misc.

• Supporting Windows, OSX, IOS and Android operating systems.
• Supporting Apple, Dell and Lenovo devices.
• Supporting printing and MFP setups in the WBD environment.
• Occasional business travel may be required, and your involvement will be 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.

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.

Taking 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.

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.