Position Summary

Our Team
As Discovery Inc's portfolio continues to grow – around the world and across platforms – the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discovery’s products, while articulating the long-term technology strategy that will enable Discovery’s growing pay-TV, digital terrestrial, free-to-air and online services to reach more audiences on more platforms.

From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.

The Role 
The primary objective of the Tech V role is to serve as premier technical support specialist in our Bellevue office. This varied role will be the escalation point of contact for technical issues, a mentor, and a project implementation coordinator & specialist. You’ll have budget oversight for your team of IT professionals and will be an expert at reviewing practices and procedures to adapt to changing technology and business needs.

Technicians supporting this role interface with our business users, all levels of executives, and are expected to have a versatile skill set both technically and personally with the ability to stay focused and continually develop. Technicians in this role will be expected to help manage team workload and balance priority issues by vetting risk and exposure. There will also be a need to mentor and build certification trainings for their peers in Tech Roles. This is a fast paced, hands-on position where individuals are required to be on-site at location(s).

Responsibilities

1. Provide premier support service to clients including but not limited to software installation, hardware replacement, loaner equipment, mobile device support, and training/guidance on use of Discovery approved applications/tools 
2. Mentor teammates; build, deliver, maintain certification trainings
3. Serve as escalation point-of-contact and assist with high visibility/high-risk issues
4. Interact with all level of executives and assist in ensuring we fulfill their needs
5. Work with TOPS teams across the regions to develop common practices and procedures providing a consistent look and feel regardless of location 
6. Manage and evolve practices and procedures related to day-to-day work
7. Coordinate and help facilitate the implementation of project work across the team such as M&A activities, planned restacks, large platform changes that are client impacting
8. Support deployment of equipment to new users or movement to new locations
9. Drive clients to the TechKnow Bar area whenever possible to engage one-on-one and provide service with availability to stocked tools and supplies
10. Monitor technical communications to IT mail groups (Techline, DNE ISS, etc) and be aware of changes impacting clients
11. Monitor SRM spend for replacement parts against budget – budget stewards
12. Vendor relationship liaisons
13. Raise awareness and inform management team of potential day-to-day issues or obstacles
14. Provide a seamless and professional experience in supporting remote and regional customers
15. Log into the Avaya Call Distribution System when necessary when overflow support is necessary
16. Uphold professional ticket management from the get-go for the benefit of the rest of the global support teams by ensuring all ticket types are logged, work logs comprehensively updated and then carefully manage routing to ensure resolution
17. Maintain on-going communication with customers, keeping them up-to-date with the progress of their tickets
18. Serve as a liaison between other support teams and the customer as required by working collaboratively across all leadership levels
19. Provide support in the management of outages as needed, providing communications to small and large scale user groups. 
20. Be proactive and ensure constant follow up with involved IT teams to ensure resolution
21. Ability to embrace and support new technologies introduced first hand to IT
22. Keep Knowledge Base(s) up-to-date

Requirements

* 10+ years MS Outlook support experience
* 10+ years Active Directory administration experience (Windows users, groups, shares and network printers)
* 2+ years of Lotus Notes/Domino experience
* Able to communicate technical matters to technical and non-technical audiences
* Flexibility to work evening, weekend, and overnight shift
* 10+ years supporting MS Office suite
* 5+ years Citrix support
* 10+ years’ experience supporting Blackberry, iPhone, and Android Handheld Devices
* 10+ years’ experience supporting Windows operating system
* 10+ years’ experience supporting Microsoft Office product suite (minimum intermediate knowledge level required)
* 10+ years’ experience supporting Mac desktops, laptops, and iPads
* 10+ years’ experience supporting LAN and WAN network connectivity and routing issues, including network printing
* Experience using SMS or similar software for remote troubleshooting, software deployment, audit and hardware inventory
* 10+ years ServiceNow or similar Call Management application experience
* Experience using SMS or similar software for remote troubleshooting, software deployment, audit and hardware inventory
* Excellent written and verbal communication skills and a friendly disposition
* Excellent interpersonal skills
* Experience supporting C-Level executives
* Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements
* Ability to define & document IT support procedures as required
* Ability to maintain focus in a high-pressure environment
* Must have legal right to work in the United States