IT Workforce Support Technician
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Welcome to Warner Bros. Discovery the stuff dreams are made of.
Who We Are
When we say the stuff dreams are made of were not just referring to the world of wizards dragons and superheroes or even to the wonders of Planet Earth. Behind WBDs 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 whats 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:
This role forms a criticalcomponentin the IT departments ability to deliver a high-quality service across all business units at Warner Bros Discovery Mexico. The role is highly visiblecustomer 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).
Assistother members of the technical team while workinginprojects and or providing time sensitive solutions toopenedincidents and/or requests.
Ensuretimelycommunication & resolution of incidents and/or requests asestablishedby the Service Level Agreement.
Ability to diagnose and resolve issues with Windows 10 Windows11 AppleOSX and a variety of enterprise applications.
Providefollow-upto clients on pending and/or resolved incidents.
Contribute to the implementation of the global desktop support standards processes and documentation.
Maintainaccurateinventory of serviced equipmentutilizingexisting tools and processes to keep track of IT assets.
Ensure that hardware-provisioning requests are managed and deployedtimelyand efficiently.
COLLABORATION
Assistother members of the technical team while workinginprojects and or providing time sensitive solutions toopenedincidents and/or requests.
Liaison with key 3rd party suppliers and internal resolver groups when needed.
Communicate with other internal service departments.
Conduct training programs designed to educate an organizations computer users about basic and specialized applications.
Communicates highly technical information to both technical and non-technical personnel.
Qualifications & Experiences:
Previousexperience 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 certificationdesired.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.
Previousexperience with Windows 10 Windows 11 Mac OSX MS Office 365 andZoom.
Ability to use Incident Management System (ServiceNow).
Previousexperience setting up configuring andtroubleshooting Microsoft Outlook.
Previousexperiencein 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 Microsofts Active Directory.
Previousexperience managing large group of Windows-based systemsutilizingMicrosofts System Configuration Manager (SCCM)
Previousexperience managinglargegroup of Apple-based systemsutilizingApples Remote Desktop as well as JAMF for Mac OSX.
Able todemonstrateflexibility 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 learnnew 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.
Mustpossessgood timemanagement skills.
Mustassistthe 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 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 youre 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.
Required Experience:
IC
Key Skills
- Change Management
- API
- ABAP
- Facility Management
- Games
- Claims
About Company
Warner Bros. Discovery, a premier global media and entertainment company, offers audiences the world's most differentiated and complete portfolio of content, brands and franchises across television, film, streaming and gaming. The new company combines WarnerMedia's premium entertainme ... View more
