Through Avid Everywhere, Avid delivers the industry's most open, innovative and comprehensive media platform connecting content creation with collaboration, asset protection, distribution and consumption for the most listened to, most watched and most loved media in the world—from the most prestigious and award-winning feature films, music recordings, and television shows, to live concerts and news broadcasts. Industry leading solutions include Pro Tools®, Media Composer®, ISIS®, Interplay®, and Sibelius®. Our digital audio and video solutions continue to revolutionize the art of creative storytelling, and have earned us hundreds of awards, including two Oscar® statuettes, a Grammy®, and 14 Emmys®.
Part of a globally distributed team for end-users to receive expert support and maintenance for the user’s desktop computing, printing and telecommunications environment. Activities include installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, software, and peripheral equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, by remote desktop or via e-mail) in a timely and accurate fashion while adhering to established SLAs, and provide end-user assistance when and where required. Finally, this person will be required to participate as a single or team contributor on projects assigned by management.
- Provide timely expert and creative solutions to user problems on laptops and desktop systems to ensure user satisfaction and productivity.
- Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
- Research, resolve, and respond to end-user issues/problems/questions received via IT Service Desk ticketing system, email, telephone calls, call backs, or escalations, and provide support on desktop systems, in accordance with current standards and SLA’s. Create public and private knowledge base articles when appropriate.
- Accurately log all support activities in Call Tracking Application, acknowledge, troubleshoot, and resolve all assigned tickets; escalate and follow through when necessary.
- Develop and provide technical coaching and mentoring to other Client Services and corporate employees.
- Lead or participate in team projects as required.
- Contribute and communicate user/technical service policies and procedures for products supported by the Client Services.
- Handle escalations as assigned.
- Adhere to official company, IT and Client Services policies.
- Business travel or off-hour support may be required
- BA/BS degree preferably related to computer science and/or equivalent work experience.
- 5+ years’ experience providing Desktop/Client Services support for an multi-nation organization.
- Preference for certifications in A+, MCDST, MCSE.
- Excellent technical knowledge of the following desktop operating systems: Windows 7, Windows 10, OSX.
- Ability to maintain calm and poise in situations that may be stressful and demanding.
- Self-motivated and focused with the ability to effectively prioritize and execute tasks in a high-pressure environment
- Excellent technical knowledge of Windows Active Directory and related services.
- Excellent technical knowledge of PC and desktop hardware, preferably HP, Apple. Strong hands-on troubleshooting experience.
- Keen attention to detail.
- Ability to communicate to user community in simple to understand language that satisfies both technical and non-technical end-users.
- Technical knowledge of the following server operating systems: Windows Server 2008 – 2012R2., E-Mail support within Microsoft Exchange/O365.
- Understanding of DNS, DHCP, NTFS, and file server security, for problem solving and analysis.
- Basic understanding of system imaging and automated software deployment.
- Excellent technical knowledge of PC components such as video cards, motherboards, etc.
- Excellent knowledge of software and applications, including Windows 7/10; Microsoft Office, IE, enterprise-level Anti-Virus &
- Anti-Spyware software.
- Supplier and Vendor management skills would be an advantage
- Thorough experience with supporting enterprise-level printers.
- Good knowledge of networking protocols and components within a corporate LAN/WAN.
- Able to read and understand technical manuals, procedural documentation, and OEM guides.
- Effective interpersonal skills and relationship-building skills.
- Excellent written and oral communication skills.
- Understanding of the organization’s goals and objectives.
- Experience working in a team-oriented, collaborative environment.
- Working knowledge of PBX’s, voicemail systems, interactive voice services, and call management systems, for 1st level support.
- Video Conferencing Systems –Polycom, Crestron
- Experience in supporting local desktop applications.
- Contract of employment
- Attractive salary
- Employee Referral Award Program
- Relocation Package
- Convenient office location at the riverside
- Free car and bicycle parking
- Flexible working hours
- Work in an international environment
- Innovation projects and new technologies
- Excellent career opportunities
- Attending professional conferences and travelling possibilities
- Integration events
- Life insurance
- Private medical care
- Sports card
- Delicious coffee and vast array of tea flavors
- Fresh fruit and Pizza Day