Technical Support Analyst

Job description

**_Welcome to Warner Bros.

Discovery… the stuff dreams are made of._**

**Who We Are…**

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 on-site/remote IT assistance to the global WBD userbase, including legacy Discovery and TVN staff.

Supporting end users to provide a path to resolution for any queries they reach out about.

**What's in it for you**

+ contract of employment
+ hybrid work
+ benefits package: private medical care, life and accident insurance, MyBenefit cafeteria platform, sports card, social fund, retirement pension plan, Employee Referral Program
+ free access to the HBO Max platform
+ work-life balance initiatives: well-being platform, yoga, massages, educational webinars, Employee Support Program, film screenings organized by employees in the office cinema
+ training and development: training platform, co-financing of English lessons, Employee Resource Groups, Engagement Club - the opportunity to develop your interests in thematic employee groups, online meetings with experts
+ CSR activities: volunteering, ecological and social initiatives
+ access to parking space

**Your Role Accountabilities**

+ Preparing computers and environment for the users, images, and configurations of the machines
+ Answering phone calls to the helpline (only for TVN-based users)
+ Providing support at TechKnow Bar zone (on-site) and remotely
+ Retrieve equipment from terminated employees and return them/scan to storage
+ Equipment Troubleshooting, basic equipment diagnostics, submitting equipment for repair, reporting failures to outside vendors
+ CMS management, adding access to TVN CMS Online systems based on requests in the IAM system
+ Updates workstations/ laptops operation system
+ Cooperation with Global IT teams to resolve issues
+ Ensures timely communication & resolution of issues to agreed SLA
+ Provides support when offices are built and/or relocated
+ Check and manage stock levels and alert senior tech team members when levels need to be replenished
+ Pack and ship devices to other locations as requested
+ Unpack goods received and inventory/tag assets for distribution
+ Manage the Active Directory/WS1 features (reset passwords, account activation/deactivation, network share drives modifications)
+ Data backup/uploading of end-user devices
+ Moves/replacements of IT equipment.

Work with the Administration Department is consolidating office space.
+ Servicing peripherals: printers, shredders, scanners (Replacing consumables, Fulfilling orders (toner cartridges, paper)
+ Record Incidents accurately and timely in the ServiceNow ticket management system.
+ Keeping customers properly informed of open tickets
+ Work on incidents/requests that are routed to the queue in ServiceNow ​
**Qualifications & Experience**

+ Educational background in IT or telecommunications preferred
+ Minimum 1 year of experience in the IT industry
+ B asic knowledge of network infrastructure (LAN/WAN/DHCP)
+ English language proficiency at a minimum B2 level

Hybrid Working - This role is advertised as a Hybrid work model, that combines remote and in-office work, following our current company policy and to be agreed with your Line Manager.

Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement where this is essential to business needs and upon reasonable notice to you.

**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 www.wbd.com/guiding-principles/ 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, 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 (https://careers.wbd.com/global/en/accessibility) for instructions to submit your request.

Required Skill Profession

Other General