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Senior Technical Support Representative - Executive Support
Paramount Pictures
Hollywood, CA, United States
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Overview and Responsibilities
The Sr. Technical Support Representative-Executive Support is responsible for day to day end user support for assigned Business Unit clients in a mixed Windows/Mac environment. The candidate is responsible for installing, troubleshooting, and performing root cause analysis on all desktop related hardware and software as well as basic networking issues. Duties include close coordination with other IT groups involved in various application development, systems/network engineering and collaborative computing service efforts. The Sr. Technical Support Representative will also assist in a variety of IT related projects in addition to their daily duties.
• Responsible for the end-to-end project management and delivery of all general office productivity related to computer products and services for the Executive VIP level Paramount business community. Executive Support including but not limited to Chairman, C-Level Executives, and Executive Vice Presidents
• Work Closely with department finance personnel to facilitate business justification and procurement to necessary hardware and software
• Extensive computer knowledge with PCs, MAC’s, mobile devices, hardware, MS Office Suites, remote connectivity tools, computer related accessories/peripherals and printers.
• Responsible for providing a personal and high level of support to the assigned Business Units that include all Executive Support clients. Must be able to build relationships with key clients to prioritize workload, appreciate the business, and help resolve escalated issues.
• Work independently with the ability to manage and prioritize your time within a busy and changing working environment.
• Must be comfortable setting up and troubleshooting Video/Audio conference calls in high pressure situations. This includes setting up calls using Cisco/Bluejeans/Codian technologies within a Boardroom setting with multiple connection points.
• Work closely with clients to clarify business needs and recommend general office productivity and computer technology to meet those needs (according to IT standards). This may include handling site surveys, product research, possible product demos as well as coordinating the purchasing, setup, and installation of the product.
• Work closely with multiple groups within the IT to ensure the overall satisfaction of the client. This includes managing upgrades/rollouts of new operating systems and software. Everything must be well coordinated to ensure a high level of success.
• Must be able to work well in a team environment. This would include sharing information, knowledge, cross training, proving backup support in the event of absences and uneven workload, and demonstrating a positive attitude.
Basic Qualifications
• 5+ years experience in executive level deskside support.
• 5+ years’ experience working with Windows Active Directory, Windows and Mac Operating Systems, Microsoft Outlook, Exchange, mobile devices, Remote Access Systems, PC laptops and desktop computers, Apple Mac hardware and printers required.
• Related bachelor's degree or equivalent industry experience required
Additional Qualifications
• Experience supporting A/V systems and video conferencing meeting support a plus
• Experience supporting Cisco VoIP phones desirable
• Candidates who have a strong background in customer service preferred
• Ability to prioritize and manage multiple tasks
• Ability to gather client requirements and determine appropriate technical solutions
• Ability to assume responsibility, work flexible hours and work as a team member
• Excellent oral and written communication skills are necessary to effectively communicate with company personnel
• Extensive computer knowledge with PCs, MAC’s, mobile devices, hardware, MS Office Suites, remote connectivity tools, computer related accessories/peripherals and printers