• Warner Bros Entertainment
  • Randolph , MA
  • Customer Service/Call Center
  • Full-Time
  • 640 N Main St

Company Overview

Warner Bros. has been entertaining audiences for more than 90 years through the world s most-loved characters and franchises. Warner Bros. employs people all over the world in a wide variety of disciplines. We're always on the lookout for energetic, creative people to join our team.

Business Unit Overview

WB Games Boston, is a Warner Bros. Interactive Entertainment development studio focused on creating free-to-play games for mobile platforms. The studio is utilizing its extensive expertise in creating persistent online worlds that foster powerful social gaming communities to develop its hit mobile game, Game of Thrones: Conquest.

Opportunity Overview

WB Games Boston is seeking a Desktop Support Technician with excellent customer service and communication skills to provide end-user support in a state-of-the-art game development studio.

As part of the IT support team, you will be responsible for day to day technical support for 200 end users and approximately 600 systems. The IT team strives to deliver exceptional customer service and technical support across a wide variety of software & hardware. The ideal candidate will possess very solid customer service, analytical, and troubleshooting skills to identify, diagnose, research, resolve and document technical issues across this complex environment.

What part will you play?
  • Work independently and within a team to develop solutions and manage complex tasks.
  • Install, configure and troubleshoot: Microsoft Windows 10, OSX, Office 365 versions, Printers, VoIP phones, Dell desktop/laptop hardware and peripheral components.
  • Troubleshoot, document, track, and escalate issues via IT ticketing system to ensure a timely resolution, providing end users with pro-active status updates.
  • Work diligently to maintain a customer focused delivery and positive presence for all IT support services delivered.
  • Provide level 1 support utilizing troubleshooting skills to proactively identify research, resolve and document technical issues that arise. Escalate incidents to tier 2/3 as appropriate.
  • Develop and maintain positive working relationships with IT, end users and Enterprise Technical Services.
  • Remain current on systems of software and security technologies.

  • What do we require from you?
  • Excellent customer service skills when dealing with frequent client interactions.
  • Knowledge of Active Directory, remote access, VPN, networking, and mobile devices.
  • Excellent communication skills (both verbal and written).
  • Able to lift 45 pounds using proper lifting mechanics.
  • Experience documenting IT related procedures & processes to improve overall team knowledge.
  • Experience should include resolving desktop computer issues from either a help desk and/or remote settings.
  • Experience with mobile device hardware and troubleshooting.
  • Flexibility and desire to learn and master new technical solutions as they arise.
  • Preferred 1-2 years desktop support experience in a Windows environment.
  • The Warner Bros. Entertainment Group of Companies is an equal opportunity employer and considers all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran's status (including protected veterans, as may be required by federal law), sexual orientation, gender identity or any other category protected by law.
    Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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