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Sr. Technical Support Representative

23974

Burbank, CA, US, 91502

Production
Burbank
Full-Time

For over 30 years, the Nickelodeon Animation Studio continues to be one of the largest producers of television animation in the world, reflecting all kids today. Based in Burbank, Calif., with offices in New York, the Studio, designed by our artists and for our artists, is home to the world's greatest creative talents. Our campus of creativity houses top-notch talent, storytellers, artists, production teams, voice actors, cartoon experts and more. At Nickelodeon, we are always looking to recruit dedicated craftspeople to help bring groundbreaking new ideas to life and that starts with you! We are leading the way in animated content for TV series, TV movies, shorts and  theatrical features. Some of our new upcoming original animated series include, Kamp Koral: SpongeBob's Under Years, Rugrats, Middlemost Post, Star Trek: Prodigy, Big Nate and Santiago of the Seas, among others.Our content development teams are creator-driven, our work culture is collaborative, our mentorship of new talent is second to none, and we are committed to hiring inclusively to reflect authenticity in the diverse stories we want to tell.Join us!

 

 

 

Summary:

The Senior Animation Technical Support Representative reports to a Manager or Director of Technical / Desktop Services. The Senior Technical Support Representative will provide the expertise required to maintain and support various IT systems, adhering to strategic department and company standards. Someone in this position will work collaboratively with members of other IT groups in support of animation related projects and is expected to provide a high level of customer service, advanced technical support for end-user animation related software and hardware, as well as network, server, Service Desk support and telecommunications support as needed.

Responsibilities:

  • Troubleshoots user problems requiring an Advanced understanding of Macintosh and Windows desktop environment, and a high-level understanding of inter-related technologies.
  • Perform password resets for computer and voicemail applications.
  • Monitors open incidents on a daily basis to ensure that requests are being handled in a timely manner.
  • Escalates incidents/service requests as appropriate.
  • Works to assess the customer’s comfort level with technology, and may have to manage customer anxiety to determine the actual nature, or underlying cause, of a user problem.
  • Can problem-solve most standard desktop (Macintosh, and Windows computers) problems.
  • Repairs PCs/peripherals following established procedures.
  • Selects specifications for new desktop equipment based on user needs and configures as appropriate.
  • Configures and installs new desktop hardware.
  • Supports mobile devices and AV equipment, installing, troubleshooting, and supporting as needed.
  • Documents problems and resolutions.
  • Follows up with the customer to ensure that problems have been addressed successfully.
  • Possesses knowledge of standard desktop hardware and software and able to address most issues by following established procedures.
  • Advanced understanding of network connectivity and infrastructure.
  • Assist with video conferencing setup and troubleshooting in conference rooms.
  • Support mobile devices (iPhones, iPads, Android tablets).
  • Install desktop software, including upgrades.
  • Support Cisco IP desk phones.

Qualifications:

  • Demonstrate extensive knowledge of various animation related software including: Adobe Creative Suite, Shotgrid, Unity Pro, Maya, and Cinesync.
  • Familiarity with Adobe Suite and other editorial software and work flows.
  • Work closely with finance department personnel to facilitate business justification and procurement to necessary hardware and software.
  • Strong customer service skills, positive attitude, excellent problem-solving, communication, and organizational skills.
  • Strong knowledge of Help Desk ticketing software (i.e. ServiceNow).
  • Ability to troubleshoot remote technologies (i.e. VPN, Citrix Client, Remote Desktop, and wireless solutions).
  • Exceptional knowledge of all Microsoft Operating Systems and Mac Operating Systems.
  • Exceptional Knowledge of all Microsoft Office Suites, including Outlook/Exchange and Office for Mac.
  • Strong knowledge providing hardware breakfix for PC and Mac systems, laptops, mobile devices, and printer hardware.
  • Ability to independently troubleshoot new technologies as they emerge.
  • Good understanding of network connectivity and infrastructure.
  • General understanding of the company’s products, services and business processes, and the ability to prioritize the criticality of a user area or application requiring support.
  • Understands the technology organization and where to escalate customer or operational problems.
  • Can effectively choose from among many different procedures or approaches in order to implement a solution.
  • Courteous and tactful at all times with customers and Paramount employees, and colleagues. Is always seen by customers as professional and helpful.
  • Effectively probes customers to figure out the actual or underlying cause, of a customer problem.
  • Operates effectively as part of a larger team and in managing own work.

Additional Qualifications:

  • Minimum of 4 years experience in a technical support role.
  • Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills.
  • Exceptional Knowledge of all Microsoft Office Suites, including Outlook Office 2013 and Office for Mac 2016\2019).
  • Exceptional knowledge of Microsoft Operating Systems (WIN7\WIN10) and Macintosh Operation Systems (Mojave, Catalina, and Big Sur).
  • Strong knowledge of PC systems and MAC systems (desktop and laptop), as well as wireless devices and printer hardware.
  • Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.).
  • Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc).
  • Previous experience with tracking tickets in an incident management system.
  • Excellent ability to follow procedures and processes to ensure we remain IT Compliant.
  • Previous experience with Active Directory is desired.
  • Knowledge of VOIP technology a plus.
  • Knowledge of Cisco telephone system a plus.
  • Ability to keep pace in a fast moving environment.
  • Proven track record of being detail-oriented, with outstanding follow-through.
  • Ability to communicate technical subject matter to non-technical staff.
  • Knowledge of Video Conferencing systems (CMA, RMX, and MGC).

 

 Paramount is an equal opportunity employer (EOE) including disability/vet. 

 

At Paramount, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. Paramount is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status.

 

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access. https://www.paramount.com/careers as a result of your disability. You can request reasonable accommodations by calling 212.846.5500 or by sending an email to viacomaccommodations@viacom.com. Only messages left for this purpose will be returned.

Paramount believes in creating environments that allow our primary focus to remain on providing entertainment, education and information to our millions of viewers around the world. As part of this commitment to health and safety, Paramount requires COVID-19 vaccines for current U.S. employees, including all newly hired employees, subject to applicable law. Union employees are subject to the agreement reached between the Company and the applicable Union.


Nearest Major Market: Los Angeles