Workplace Technician Júnior

Every great story has a new beginning, and yours starts here.

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.

This role is an important representation of the IT department's ability to provide high-quality service across all Warner Bros. Discovery offices. The role is highly visible, customer-facing, and represents the IT organization while carrying out day-to-day activities related to support, whether remote or in-person.

Main Responsibilities:

• Provide 1st and 2nd level technical support for incidents related to IT hardware and software.
• Properly document incidents resolved in the ServiceNow ITSM system.
• Install and configure the IT hardware assigned to the end users, including (PCs/Laptops/Tablets/Printers and Mobile Phones).
• Assist technical team members while working on projects and/or provide emergency solutions to open incidents and/or requests.
• Ensure the communication and resolution of incidents and/or requests, observing the Service Level Agreement.
• Ability to diagnose and resolve problems with Windows 10, Apple OSX, and a variety of Microsoft applications, platforms, and systems.
• Liaison with key vendors and internal resolution groups when necessary.
• Follow up on pending and/or resolved incidents always in contact with the end user.
• As a member of the Global Customer Support team, support the implementation of the global supporting standards, processes and documentation.
• Maintain the inventory of serviced equipment up to date, using existing tools and processes to keep track of Iocality's IT assets.
• Communication with other internal service departments.
• Ensure that hardware provisioning requests are managed and deployed in a timely and efficient manner.
• Conduct training programs designed to educate the organization's computer users about basic and specialized applications.  
• Communicate important technical information to technical and non-technical personnel.

Requirements:

• Experience in an enterprise-grade support environment.
• Good communication (with the client, staff, and management) and strong customer-facing skills (verbal and written)
• Working knowledge of ITIL Foundation certification desired.  Must be able to have effective communication with ITIL (Incident, Problem, Change, Release, and Configuration) discipline areas to provide effective IT support to end users.
• Ability to prioritize workload based on operational needs.
• Understand network topologies and be able to support back-end infrastructure.
• Experience with Windows 10, Mac OSX, Office 365, and Zoom
• Ability to use the Incident Management System (ServiceNow)
• Experience in setting up and troubleshooting Microsoft environment, including Outlook.
• Experience supporting Remote Access Tools (VPN, Citrix)
• Ability to develop, configure, deploy, and troubleshoot desktop/laptop/print/mobile devices on both platforms (Windows and Mac).
• Good understanding of Microsoft Active Directory and Sharepoint.
• Experience in managing Microsoft's Windows System Configuration Manager (SCCM)-based systems.
• Experience managing Apple-based systems using Apple Remote Desktop as well as Casper Suite and JAMF for Mac OSX.
• Able to demonstrate flexibility in work and changes in the project execution process.
• Show initiative and positive attitudes when dealing with problems.
• Be highly motivated with the ability to assimilate and learn new technologies.

Other requirements:

• Advanced English – Spanish can be a plus.
• Have availability of night and weekend work if necessary.
• Be familiar with the corporate structure and feel comfortable interacting at any level within the company while providing support.
• Work as a team.

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.

The Legal Bits…

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. 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 and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at recruitadmin@wbd.com.