Website AMC Networks Inc.
If you are motivated and have excellent team-work skills then apply for the Analyst – Service offered by the AMC Networks Inc.. They are offering new job opportunities in their Santa Monica, CA 90404 offices. Application deadline is approaching, apply soon.
Job: Analyst – Service
Company: AMC Networks Inc.
Location: Santa Monica, CA 90404
Analyst – Service
OVERVIEW OF ROLE
This role will provide a helpful and friendly first and second point of contact for AMC Networks’ Information Technology (IT) department. You will also provide technical support services for customer-related technology that includes fulfilling requests, troubleshooting, resolving and escalating issues that arise. This role will also be required to provide meaningful contributions to team efforts to continually enhance departmental effectiveness, prioritize tasks, interpret information and apply technical knowledge to satisfy customer requirements.
This position will be an integral part of a team that is responsible for providing a single point of contact for the support of client technologies for 1500+ end-users at several locations throughout the United States. This position will be responsible for covering any number of onsite shifts between the hours of 8:00AM and 8:00PM EST Monday through Friday, and for providing rotational off-hours coverage on a 24/7/365 basis.
Daily interaction with all customers including Sr Management up to and including the CEO.
Receive and log incoming request via phone calls, emails, web and in person from the end-user community, including remote locations. These requests include procedural, software, hardware and operating system questions and issues for all company-supported technologies; including (but is not limited to) desktops, laptops, wireless devices, peripherals, and commercial and proprietary software.
Provide 1st and 2nd level solutions to technical problems over the phone or desk side (onsite) to minimize the loss of production time in accordance with current Service Level Agreements.
Open, track, escalate, resolve and close each problem, inquiry, request in AMC Network’s IT service management system.
Keep customers apprised of ticket status in accordance with current Service Level Agreements.
Recommend or perform remedial action or refer/escalate complex issues to higher levels (3rd and vendors) of technical support.
Work with 3rd level and other internal resources, plus outside vendors and service providers as necessary to ensure that all referred incidents are resolved as quickly as possible.
Prepare technical and procedural documentation relevant to systems and applications supported.
Update AMC Network’s asset management system as necessary to ensure all asset-related activity is recorded and up-to-date.
Acquire and maintain knowledge of all relevant technical products, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
Participate in special projects as necessary to improve the quality and/or efficiency of the Service Desk function.
Complete all other associated tasks assigned by the Manager, IT Service Desk.
7×24 on-call availability to respond to support requests and a flexible work schedule to respond to the needs of the business.
Ability to move PC related equipment (weight 10lbs-75lbs).
Bachelors degree in an IT-related discipline preferred.
Minimum 3-5 years full-time experience in technical support/service desk role.
Must be able to work in a fast-paced, high-pressure work environment.
Technical certification in one or more relevant technical areas is desired (A+, ITIL, Dell, Microsoft,CISCO etc).
Must have excellent oral, written communication and time management skills.
Must have excellent customer service skills.
Must be able to work flexible shifts (8am-8pm, M-F) and be available for 24/7 off-hours coverage rotation as needed (nights, weekends, holidays).
Must be able to work well as a self-starter, and be able to work well independently and in a team environment.
Ability to work in a positive and focused manner during normal and stressful times.
Proven knowledge/competency in the below technical skills requirements.
Knowledge in the following:
Install, configure, administer & support MS Windows 7/10 and Mac OSX operating systems for desktops & laptops.
Hands on experience with deploying operating system images to laptops/desktops.
Install, configure & support MS Office 2010/2016/O365, including MS Outlook 2010 and above, Internet Explorer version 8 and above.
Assemble, configure and support state-of-the-art desktop and laptop devices, wireless devices (including iPad, iPhone, BlackBerry, Android) and associated peripherals.
Basic knowledge and understanding of voice and data networking concepts and connectivity, including IP telephony.
Basic understanding of the administration of Microsoft Active Directory (Password resets, account creations & deactivations, security group membership, ETC).
Ability to learn and support proprietary and 3rd party industry specific software programs ( WideOrbit, Medea, WebPac, Internal Deal Memo, etc.).
Proficiency in the use of help desk/call center tool(s) and technologies, such as ACD Phones, ticketing systems, asset management systems, systems monitoring and management, remote control, etc.
To apply for this job please visit amcn.wd5.myworkdayjobs.com.