Technical Support Analyst
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
3 days 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: 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Ability to identify modify create and work with Knowledge Managers as it relates to outdated documentation.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.
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
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
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
