Jr. Technical Support Analyst

Join to apply for the Jr. Technical Support Analyst role at Warner Bros. DiscoveryJoin to apply for the Jr. Technical Support Analyst role at Warner Bros. DiscoveryWelcome 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 RoleProviding high quality remote IT support to the worldwide WBD user community. Supporting end-users in finding resolutions for their inquiries.Your Role Accountabilities• Provide 1st line 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 routed to the Global Service Desk via ServiceNow. • 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. • Identifying outdated documentation and reporting to manager/senior team members. • Keeping customers properly informed of open tickets.• Supporting Windows, OSX, IOS and Android operating systems. • Supporting Apple, Dell and Lenovo devices. • Supporting printing and MFP (Multi-Functional Printer) setups in the WBD environment. Qualifications & Experiences • Secondary, IT / telecommunications profile preferred • High analytical and problem-solving skills • Experience identifying IT security incidents • Experience identifying outages • Excellent written and verbal communication • High relationship building skills • Ability to handle multiple assignments concurrently and to prioritize based on criticality • Comfortable with autonomy based on time zone • English proficiency required: Advanced • Ability to work 100% onsite• Ability to work Weekend, Public Holidays, and Shifts Desirable • 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. • 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. • 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 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 WBDWarner 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.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 RoleProviding high quality remote IT support to the worldwide WBD user community. Supporting end-users in finding resolutions for their inquiries.Your Role Accountabilities• Provide 1st line 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 routed to the Global Service Desk via ServiceNow. • 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. • Identifying outdated documentation and reporting to manager/senior team members. • Keeping customers properly informed of open tickets.• Supporting Windows, OSX, IOS and Android operating systems. • Supporting Apple, Dell and Lenovo devices. • Supporting printing and MFP (Multi-Functional Printer) setups in the WBD environment. Qualifications & Experiences • Secondary, IT / telecommunications profile preferred • High analytical and problem-solving skills • Experience identifying IT security incidents • Experience identifying outages • Excellent written and verbal communication • High relationship building skills • Ability to handle multiple assignments concurrently and to prioritize based on criticality • Comfortable with autonomy based on time zone • English proficiency required: Advanced • Ability to work 100% onsite• Ability to work Weekend, Public Holidays, and Shifts Desirable • 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. • 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. • 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 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 WBDWarner 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 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 for instructions to submit your request.Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesEntertainment ProvidersReferrals increase your chances of interviewing at Warner Bros. Discovery by 2xGet notified about new Technical Support Analyst jobs in Mexico City, Mexico.Technical Support Specialist IIIX (Remote)Mexico City Metropolitan Area 14 hours agoMexico City Metropolitan Area 1 month agoMexico City Metropolitan Area 6 months agoMexico City Metropolitan Area 1 month agoLevel 1 Technical Support Specialist - MexicoMexico City Metropolitan Area 1 month agoTechnical Support & AI Operations SpecialistLevel 1 Technical Support Specialist - MexicoMexico City Metropolitan Area 2 weeks agoTechnical Support Engineer | 100% Remote | Perfect Engilsh Required | Construction SaaS | CLUE (getclue.com)We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr