Associate Technologist - Tier 2 Support Advisor

San Antonio, TX, United States

Clear Channel Outdoor

Job Summary:

Clear Channel Outdoor (CCO) Technology is seeking a Senior User Support Advisor to join our End User Success team.

To better serve our customers, we’re creating a culture that promotes employee empowerment, collaborative innovation, and technical prowess. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!

As the Senior User Support Advisor, you will be responsible for supporting local and remote staff across the Clear Channel Outdoors locations by resolving technology issues at tier 2 or 3 levels.

Job Responsibilities

Acknowledge and resolve escalated end user calls, tickets, emails, and chats professionally and within defined SLAs.

Assist with the installation, configuration, and usability of computers, peripherals, software and other devices.

Communicate and coordinate with technology team(s) to resolve end user tickets.

Support ITSM best practices of Clear Channel Outdoors.

Update or create documentation to record changes in processes, procedures, configuration items, and other documents as needed/requested.

Support projects including but not limited to automation, desk and office moves, hardware and software testing, and process improvement.

Be a customer advocate and have a passion for solving user problems.

Occasional on-call support may be required.

Any other duties related to technology support as assigned.

Job qualifications and experience

Degree in Computer Science or Information Systems. Equivalent work experience gladly accepted.

Minimum of five (5) years experience working with Windows, Mac, and Android hardware (laptops, mobile devices, tablets) and operating systems required.

Minimum of five (5) years experience with installing and troubleshooting hardware, software, peripherals, and A/V equipment required.

Understanding of networking, cloud technologies, O365/M365 required.

Experience with ITSM ticketing systems (ServiceNow, or similar Enterprise Service Desk application) required.

Experience with device management software (SCCM, Intune, JAMF) administration and implementation required.

Must have strong verbal and written communication skills including with executives and leaders in the company.

Ability to multi-task in sometimes challenging and high-pressure environment

Ability to solve problems quickly with strong attention to detail, and a "first contact resolution" mindset.

Ability to build trust with users by performing technical support and coaching users for long-term success.

Ability to build trust with teammates by providing advanced technical support and coaching teammates for long-term success.

Microsoft Certified System Administrator (MCSA): Windows 10 preferred.

Apple Certified Mac Technician (ACMT) a plus.

Microsoft Certified System Engineer (MCSE) preferred.

CompTia A+ preferred.

ITIL Certification preferred.

Network+ a plus.

Skills

Very strong understanding of the technical and non-technical elements of end-user support and how to apply in a medium to large publicly traded company

Very strong understanding of the terminology and methods used in IT service management and how to apply in a modern customer-focused organization

Strong organizational and time management skills

Strong project management capabilities

Excellent verbal and written communications skills including delivering effective presentations

Self-starter with a diligent work ethic and demonstrated flexibility

Able to multi-task and stay calm under pressure

Able to identify cause of issues, the right resources to engage, and to work quickly to resolve them

Competencies

Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

Innovation Management: Is good at bringing the creative ideas of others to market; has good judgment about which creative ideas and suggestions will work; has a sense about managing the creative process of others; can facilitate effective brainstorming; can project how potential ideas may play out in the marketplace.

Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Managing and Measuring Work: Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work.

Physical Demands

Occasional business travel, less than 10%

Ability to lift 50lbs without issue

Location

San Antonio, TX: 4830 North Loop 1604 West, Suite 111, 78249

Position Type

Regular

The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

#J-18808-Ljbffr