Analyst, TechEx (IT Support)

TL;DR

Analyst, TechEx (IT Support): Providing 1st/2nd line desk-side technical support for a global media organization with an accent on hardware/software troubleshooting and customer service excellence. Focus on resolving complex technical issues within a high-volume environment while maintaining strict SLA targets.

Location: Must be performed full-time on-site at 30 Rockefeller Plaza, New York

Salary: $62,000 - $80,000 yearly

Company

hirify.global is a leading global media and entertainment company creating world-class content across film, television, streaming, and theme parks.

What you will do

• Provide technical support via phone, live chat, and ticketing systems.
• Perform break-fix support for hardware and software issues.
• Triage and fulfill customer technical requests.
• Deliver exceptional customer service to meet and exceed satisfaction targets.
• Identify and report process improvement opportunities to management.
• Collaborate on service improvement plans and operational projects.

Requirements

• Must be able to work full-time on-site in New York.
• Relevant experience in IT support roles.
• Proficiency with Windows, Mac OSX, Office 365, and Active Directory.
• Understanding of ITIL fundamentals.
• Experience managing and performing against defined SLA targets.
• Flexibility to cover later shifts, weekends, or holidays as needed.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid leave and time off.
• Tuition reimbursement program.
• Access to various employee discounts and perks.