• IT Support Technician (London, U.K)

    Job Locations UK-London | UK-London
    Posted Date 1 month ago(12/13/2018 5:00 AM)
    Job ID
    2018-1675
    # of Openings
    1
  • Overview

    Who are we?

     

    DHX Media Ltd. (TSX: DHX; NASDAQ: DHXM) is a global children’s content and brands company, recognized for such high-profile properties as Peanuts, Teletubbies, Strawberry Shortcake, Caillou, Inspector Gadget, and the acclaimed Degrassi franchise. One of the world’s foremost producers of children’s shows, DHX Media owns the world’s largest independent library of children’s content, at 13,000 half-hours. It licenses its content to broadcasters and streaming services worldwide and generates royalties through its global consumer products program. Through its subsidiary, WildBrain, DHX Media operates one of the largest networks of children’s channels on YouTube. Headquartered in Canada, DHX Media has offices worldwide.

     

    Overview

     

    The London based IT Support Technician will provide 1st / 2nd line support to approximately 200 users across the UK and Europe for a dynamic global Media & Entertainment company. This role has specific responsibilities for support request assessment and routing, as well as participating in report creation and other helpdesk responsibilities. The role involves working with an in-house team of 5 IT professionals to acknowledge, triage, route, escalate and report on incidents related to Apple MACs and Windows operating systems, hardware and software.

     

    The role demands a high level of pro-activity, drive and self-motivation. You will enjoy working in a fast-paced corporate, yet friendly, environment and will thrive on the challenge of building strong working relationships with colleagues across a network of offices in the UK & Europe.

     

    Responsibilities

    • Answer incoming calls and log user problems using the call logging software
    • Troubleshoot and resolve all 1st/2nd technical issues related to desktop, laptop, MAC OSX, PC’s and general software/hardware.
    • Escalate issues upwards and to the appropriate team member where necessary
    • Maintain service integrity by monitoring open tickets and keeping them consistently updated
    • Keep an updated IT asset and software license inventory
    • Send out ‘ticket resolved’ alerts when a ticket has been satisfactorily addressed
    • Endorse and adopt ITIL best practices for Incident Management, Change Management practices
    • Update IT documentation
    • Identify problematic areas and propose/implement strategic solutions
    • Other responsibilities and duties as required

    Additional Conditions:

    Flexibility to work extended hours / modified schedules to meet business requirements

    Occasional travel to satellite locations throughout EU to support business requirements, project planning /deployments

    Qualifications

    You will be great fit in our team if you:

    • Have current industry recognised accreditation or Professional IT Certifications, such as: Microsoft MCP, ITL v3 Foundation and Apple Helpdesk specialist
    • Experience in supporting Windows 10 clients, MS Office 2013/2016 for Macs and PC’s
    • Experience with installing/imaging and configuring desktops and laptops (MAC and windows) for end user deployment
    • Experience in administrating Active Directory and Exchange Admin Portal
    • Ability to troubleshoot problems with local and network printers and queues
    • Working knowledge of TCP/IP, DNS, DHCP & Group Policy
    • Familiarity with mobile device hardware and software (IOS & Android), VPN tools and remote support tools
    • Familiarity with file share permissions
    • 2-3 years working experience as a Helpdesk Analyst or 1st/2nd line support, troubleshooting Mac OSX and Windows Platforms

    You will be able to show you:

    • Analyse and solve problems quickly and completely
    • Adapt to changes quickly
    • Are professional and friendly
    • Can produce clear and accurate technical documentation and training
    • Have excellent Interpersonal skills: communication skills, active listening and customer-care

     

    THANK YOU for all of those who express interest in joining DHX! Unfortunately, due to the volume of applications we receive, we may be unable to reply to all applicants. If we feel that you may be a good match for one of our current openings you will be contacted. 

     

    DHX will accommodate people with disabilities throughout the recruitment and selection process. Applicants are encouraged to make their needs known in advance if accommodation is required.

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