Support Analyst

Chicago, IL, United States

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UTA seeks a Support Analyst to join our growing team in our London office. Our ideal candidate will have a desire to learn and expand their technical knowledge through working with our customers and our senior technical resources. The successful candidate will enjoy and have experience supporting systems and users both in person and through remote technologies. Strong organizational and communication skills are required.

What You Will Do

Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup.

Field incoming help requests from end users via both telephone and e-mail in a courteous manner

Support users with technical issues primarily over the phone using remote support technologies

In the event that the user is unable to be resolved remotely, you'll dispatch team members for on-site assistance

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

Test fixes to ensure problem has been resolved

Perform post-resolution follow-ups to help requests

What You Will Need

2+ years of IT experience, preferably in a technical field (industry certifications a plus)

Must be knowledgeable, inquisitive, assertive and energetic

Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs

Must be organized, dependable and detail-oriented

Must be able to meet deadlines and SLAs in a fast-paced, agile environment

Must have excellent verbal and written communication skills

Familiarity with working from a ticketing system as part of a larger team

Understanding of how to deliver quality service while adhering to service level agreements (SLAs)

Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 10, MacOS, and Microsoft Office 365

Proven troubleshooting methodology and a desire to solve challenges

Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing

Basic understanding of networking principals (IP addressing, subnets, routing, switching).

Working knowledge of antivirus, backups, and virtualization

Basic printer and telephone troubleshooting

Exceptional problem-solving skills

A strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers

What You Will Get

The unique and exciting opportunity to work at one of the leading global entertainment companies

Access to the tools, leadership, and resources you'll need to create and drive a center of excellence

The opportunity to do the best work of your career

Competitive benefits and programs to support your well-being

About UTA

UTA unites ideas, opportunities and talent. The company represents some of the world's most iconic, barrier-breaking artists, creators and changemakers—from actors, athletes and musicians to writers, gamers and digital influencers. One of the most influential companies in global entertainment, UTA's business spans talent representation, content production, as well as strategic advisory and marketing work with some of the world's biggest brands. Affiliated companies include Digital Brand Architects, KLUTCH Sports Group, Curtis Brown Group, and MediaLink. UTA is headquartered in Los Angeles with offices in Atlanta, Chicago, Nashville, New York and London.

Many of our colleagues spend their careers here. It’s one of the reasons UTA is considered to be among the entertainment industry’s best places to work. At UTA, the belief in the client relationship is paramount – marked by respect, a sense of stewardship, and a commitment to an artist’s entire creative life. Our commitment to every employee is the same. HUTA seeks the innovators, the entrepreneurs. The talented, the creative, the thoughtful. And, the passionate, who share our love for the work all of us are privileged to do.

We encourage applications from all people with relevant experience and skills and are determined to ensure that no person receives less favorable treatment because of age, sexual orientation, gender identity, marital status, nationality race, ethnicity, religion or belief, disability, or caring responsibilities. If you require us to make any adjustments throughout the interview process to meet your needs, please let us know.

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About Us UTA unites ideas, opportunities and talent. The company represents some of the world's most iconic, barrier-breaking artists, creators and changemakers—from actors, athletes and musicians to writers, gamers and digital influencers. One of the most influential companies in global entertainment, UTA's business spans talent representation, content production, as well as strategic advisory and marketing work with some of the world's biggest brands. Affiliated companies include Digital Brand Architects, KLUTCH Sports Group, Curtis Brown Group, and MediaLink. UTA is headquartered in Los Angeles with offices in Atlanta, Chicago, Nashville, New York and London.

United Talent Agency is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, gender, religion, sex (including gender identity and sexual orientation), national origin, disability, veteran status, age, marital status, pregnancy, or any other protected group status as defined by the laws.

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