Description
Position Description:
Hands-on Production Support
- Provide on-site user support for office/newsroom computer infrastructure systems and desktop PCs, including diagnostic, installation, problem correction, removal/replacement, or other tasks as necessary to ensure continuation of customer work productivity and/or on-air transmission. Although employees at all levels may be required to handle any type of problem ticket, specific assignments will typically be moderately to significantly complex/critical in nature, around a broadly defined technology space within which the employee can successfully perform. Individuals in this role should also have developed deeper technical expertise around one or more specific technologies.
- Record information in the internal tracking application in order to
(a) clearly document the action taken, and end solution for a historical record;
(b) monitor and update the status of various customer problems at any given time;
(c) provide a medium through which to share knowledge regarding the evaluation and correction of technical problems with other Production Support professionals; and
(d) capture data to be used by management and Senior Production Support Specialists regarding problem trends, resolution time, costs, or other metrics - Make Lead Production Support Specialist and/or Production Support Manager aware of any escalation issues and/or exceptions in service levels.
Qualifications:
- Strong MAC/Apple, Dell, HP, Sony and IBM computer configuration and deployment experience.
- Demonstrated knowledge of computer desktop hardware and applications.
- Setup and configuration of Local/network printers (HP/Dell/Lexmark and Cannon) and remote access for mobile travelers.
- Demonstrated knowledge of standard networking protocols, computing operating systems, & LAN/WAN topology.
- In depth knowledge of Microsoft Office suite and standard business applications.
- Knowledge of hardware and software troubleshooting/repair/deployment for Apple Macintosh, Microsoft Windows based machines and Mobile devices.
- Apple Macintosh/Dell/HP certification is a plus.
- Typically at least 3-5 years in the service and operation of computing hardware and related peripherals. - Strong verbal and written communication skills in order to communicate with customers, peers, and vendors.
- Excellent customer services skills with attention to detail. Ability to work in a team based environment as a full professional with significant contribution to the department.
- BS degree in electronics, computer science, or a related field (or equivalent education/experience/training). Professional certification (eg, A+) preferred.