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Service Desk Specialist - 12 Month Fix Term Contract

ABOUT US 

At Technicolor, our strength is our people. As a company, we are committed to pushing the boundaries of what entertainment can be. From the industry's most award-winning artistic talents, leading technologists, creators, and innovators we believe people make us who we are. By investing, nurturing, and developing our talents, we empower each member of the Technicolor family to do what they do best and thrive. Together, we design amazing experiences for audiences around the world.

Technicolor's brands have worked across everything from spectacular scenes to the little details that make movies, game cinematics, advertising campaigns and animated films are truly breathtaking. We are the people behind the effects in countless blockbuster movies like The Lion King, The SpongeBob SquarePants Movie: Sponge Runner. We are the invisible force behind advertising campaigns for some of the most celebrated international brands like Samsung, Audi, Nike and Apple. We are always seeking out the best creative talent in the world - enthusiastic people who come in every day to be a part of an amazing team and studio that is unparalleled in our industry.

Technicolor's artists are incredibly creative, uber-talented, and passionate about the possibilities of visual effects, experience, animation, and technology. This could be you! 

 

About the Position:

This position is part of the Global IT Service Desk which supports 24/7. This centralized team is responsible for all IT related Level-1 and Level-2 support. In this role, you will be reporting to IT Manager. You will be the first point of contact for IT incident management for APAC, EMEA and America.

 

Job Responsibilities

Ticket handling: Assigning tickets to team members based on the severity and making sure tickets are resolved within SLA

Creating Knowledge Base Articles: Creating new Process Documents and updating old process Documents, Updating New process implementation and solutions.

Major Incident Management: Handling P1/P2 tickets and managing 911 bridge calls by engaging multiple resolver teams and driving the call to ensure we have a quick resolution.

CAB meetings: Actively participating in CAB meetings and noticing any new changes which could cause an outage and plan accordingly

Monitoring Alerts: Monitor the alerts and triage the alert based on the severity. (Infrastructure Alerts)

Okta Admins: User account management, MFA  

Active Directory: User account creation, password change, Extension of accounts

O365 Administration: Managing Office 365 user account with creation and deletion and allocating license of O365 account

Managing VDI/RDS environment: Citrix environment WaaS and BaaS Support

Intune: Guiding Users to troubleshoot mobile devices to configure mail and other company applications. (Android and iPhone)

VPN: Help user setup Pulse VPN client and troubleshoot login issues

Desktop Support: Troubleshoot desktop related issues using remote support tool LogMeIn. (Adobe, Windows update, O365 applications, Browser, etc..)

 

Job Qualifications & Educations

 

  • 2 years working experience in Service Desk support
  • Minimum 1 year of experience in supporting international customers
  • This role required me to work in IT support and develop a Knowledge Base for IT
  • Ability to quickly adopt complex technical concepts and able to deliver better customer support
  • Excellent written skills in English
  • Knowledge of MAC is added advantage.
  • Working knowledge on the below topics
  • Microsoft Office 365, Intune
  • Windows Desktop OS (Win 10)
  • OKTA 

 

TECHNICOLOR IS AN EQUAL OPPORTUNITY EMPLOYER  

Technicolor complies with all federal, state and local laws prohibiting discrimination based on race, religion, creed, color, national origin, ancestry, health status (including genetic characteristics), disability or mental and/or physical handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, preference for a political party, political beliefs, socio-economic status, family status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by law federal, state or local