The position will be accountable for all technical decisions made in an effort to bring a solution to a trouble ticket or outage. Other proactive situations, such as change control requests, require the approval of the Manager and other department heads.
Provide Help Desk/Service Center support, monitoring all inbound calls (phone, email, and form-based) for the Studio;support a wide array of software packages both internally developed and purchased from third parties.
In this role, you will have a unique opportunity to create and build the programs that will drive direct, measurable impact to our customers, powering features on our devices used by millions and millions of customers every day.
Participates in designing, configuring, deploying and maintaining various types of electronic equipment for optimum transmission and/or broadcast performance with scalability, performance and reliability.
Provide excellent customer service in performing over the phone analysis, diagnosis, and resolution of complex technology problems for end users utilizing EP-owned equipment. Implement corrective solutions and escalate to second level support when necessary.
Responsible for planning, implementing, o 3 to 5 years of hands-on system administration or strong familiarity of Microsoft Server 2003/2008, Windows XP/Vista/7 and OSX server/client and exposure to Exchange 2003/2007/2010.
Become a domain expert in the company platform, gaining an overall understanding of all major functionality; manage ongoing tasks and customer projects using project management techniques, including estimating levels of effort and tracking time.
Assist with client desktop functions such as user account maintenance, application and OS patches and updates, antivirus updates, security/event log review and analysis, documentation, hardware issue escalation, user training, and user support.