Manager, Remote Support
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Job Location:
Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Description
Location:
Bengaluru KACondé 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 Nasts 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 Nastss 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 companys 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 SLAs 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.
Required Experience:
Manager
Key Skills
- Computer Hardware
- Inventory Control
- Developmental Disabilities Experience
- Management Experience
- Mobile Devices
- Remote Access Software
- Team Management
- Operating Systems
- Supervising Experience
- Technical Support
- Phone Etiquette
- Application Support
About Company
Als exklusivstes Medienunternehmen der Welt zählt Condé Nast weltweit bekannte Marken wie VOGUE, GLAMOUR, GQ und AD Architectural Digest zum Portfolio.
