Technical Support Specialist

4 weeks ago


United Kingdom Red Oak Technologies Full time

100% REMOTE

United Kingdom

Production Technology Help Desk Analyst

Job Summary

Are you passionate about creating world-class support experiences? Do you thrive in

environments that require cross-functional thinking, collaboration, and innovation? Do you

have experience troubleshooting technical issues via omni-channel support options and

communicating solutions to customers? If so, this may be the job for you.

This team is responsible for the technology strategy, delivery, and sustainment of the IT systems used to enable Studio and Production operations. The team ensures technology and business strategies remain tightly aligned through cross-functional partnership, knowledge of industry trends, and familiarity with the corporate systems landscape. Members work closely with leadership, business stakeholders, engineers, vendors, information security, and others to deliver a technology ecosystem that meets the demands of a high-growth organization. As the Production Technology Help Desk Analyst, you will be responsible for the Tier 1 support of our production clients. This includes the troubleshooting of our hardware and software assets, account setup and support, and ticket management. This role is the frontline of Production Technology Operations Support and, as such, is expected to bring the client’s unique and amazing level of service to our productions. A strong drive for outstanding customer service coupled with attention to detail is critical to Success.

Key Qualifications

• Customer service driven

• Ability to troubleshoot issues related to macOS and iOS

• Exceptional problem solving and critical thinking skills

• Ability to work collaboratively on a team

• Effectively coordinates work and communication across diverse groups of individuals

• Experience with customer support ticketing systems e.g Zendesk, ServiceNow

• Thrives in a dynamic, fast-paced environment with multiple competing priorities

• A positive attitude and solution-oriented approach

Duties and Responsibilities

• Utilize Help Desk ticket management software to coordinate support tickets

• Respond to customers via written, voice, and video communications

• Troubleshoot Macs, iOS devices, monitors, printers, and other technology assets deployed to productions

• Provide support for macOS, iOS, and internally deployed software

• Provide basic system account management

• Diagnose and troubleshoot issues related to basic network connectivity

• Provide remote support to production clients via written, voice, or video sessions

• Provide a best-in-class and unique white glove experience to the clients

• Maintain close relationships and collaborate with productions, partner teams, and internal departments

• Develop and maintain a working knowledge of trends and best practices within the industry

Education/Experience

1+ Years experience in customer technical support, preferably in the media and entertainment industry .

Skills

- Onelogin - at least 1 year (preferred)

- Zendesk - at least 1 year (preferred)

- macOS/iOS - 2-5 years

- Apple products - 2-5 years



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