Support Technician

The objective of this role is to provide professional and timely support for a wide range of Technology, software, and conference systems within a global organization. The role requires excellent technical and interpersonal skills as well as a commitment to supporting our team values: Being of service to our clients; having a passion for our work; exemplifying integrity in all that we do and acting with courage by doing the right thing for our clients and business. How you'll CREATE: • Provide support by diagnosing and solving hardware or software faults and troubleshooting technology issues • Talking clients through a series of actions, either face-to-face, via telephone or via remote support tools, to help resolve issues or configure systems • Install and configure computer and VC hardware and software • Support the roll-out of new applications, tools, and services • Work with and provide support to other Global Tech and local IT teams • Video conferencing maintenance, setup, and support • Engage with vendor support as required • Follow standard procedures and written instructions to repair faults or set up computer systems and VC equipment • Maintain and update support information and actions in the Tech Ticketing system, including procedural documentation, knowledgebase updates and relevant reports • Moves and Changes: Ad hoc and Planned relocations of IT equipment • The ongoing update of additions, deletions, and movement of IT equipment asset registers for Hardware and Mobile Devices. Bring your VIBE: • Strong interpersonal skills and the ability to work effectively across all levels of the organization and handle each request with discretion, tact, diplomacy, and patience • Strong analytical / technical problem solving and troubleshooting skills across the wide range of technology • Strong knowledge of Windows operating systems and Microsoft Office Suite of products • Building and Configuring Computers using Microsoft SCCM/InTune/JAMF • Strong Mac and PC hardware troubleshooting and deployment skills • Strong software application installation/troubleshooting skills • Familiarity with installing and supporting various third-party software • Understanding of basic networking and network troubleshooting • Familiarity with AV and video conferencing standards, practices, and technology • Working knowledge of ServiceNow • Respond within agreed time limits to incidents and service requests • Work continuously on a task until completion (or escalating to another group where appropriate) • Manage multiple cases with changing priorities • Establish a good working relationship with customers and colleagues within Global Tech • Represent Global Technology with professionalism always demonstrating Global Technologies values • Strong oral and written communication skills • Comfortable working with both PC and Mac platforms across a variety of operating systems • Minimum 2 years' experience supporting multiple operating systems in a Microsoft Active Directory/0365 environment (medium to large office) • Previous experience of supporting Apple hardware and software including JAMF, MacBook, iMac, iPad, iPhone, Mac OS, iOS) • Previously worked as part of a team, collaborating effectively with colleagues and team members across IT Here are some of the ways we support you along the way (and just a few of the benefits we offer): • Comprehensive medical, dental, and vision coverage • Including 100% coverage for out-patient in-network mental health services • Fertility coverage for eligible medical plan participants • Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year) • Student Loan Repayment Assistance and Tuition Reimbursement • 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution

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