Job Description

Wasserman operates at the epicenter of sports, music, entertainment and culture, serving talent, brands and properties on a global scale. Headquartered in Los Angeles, Wasserman's presence spans 28 countries and more than 70+ cities, including New York, London, Abu Dhabi, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney. For more information, please visit

www.teamwass.com

.

What you will be doing

Supporting over 3000 people globally across a number of agencies and sites, you will be one of the first points of contact for 1st and 2nd line issues, conducting initial assessment, research and resolution of requests regarding hardware, software and infrastructure components. Your enthusiastic and approachable manner will help you be a key member of the IT Support team, which allows users to approach you directly to discuss and demonstrate their issues first hand .

Responsibilities:

oTake initial telephone or email inquiries and troubleshooting and manage hardware, software or network problems


oLog call / walk-up activity


oRange of administration duties. Including, but not exclusively; logging tickets in our ticketing system, tagging hardware in our hardware management system, logging and keeping track of hardware repairs and hardware assignments


oAssisting with office moves and a wide range of other possible projects


oResolve more complex issues requiring detailed systems and applications knowledge


o Recognise and escalate more difficult problems to Tier 3 support


oInstall operating system software, patches and upgrades


o Analyse , troubleshoot and resolve hardware, software and network issues


oConfigure, optimise and monitor operating system software and servers


oLiaise with suppliers to organise repairs and other admin.


oAssist with and support on-site and remote Events

The Skills and Experience you will need

Experience of the following systems and processes are highly beneficial:


oFresh Service ticketing system, including back-end development


oActive Directory/Windows, Exchange Online, Azure and Office 365 Administration


oMobile Device Management platforms (Intune, Kandji )


oLarge format printers


oRemote/Mobile access facilities: RDP, Outlook Web Access, VPN


oDell/Apple/Windows Surface Hardware


oMainly iPhone/iOS but some Android mobile phones


oApple Macs running variety of OS


oBox.com for file storage and management


oO365 Desktop Tools (Outlook, Word, Excel, etc )


oNetwork Infrastructure Understanding and Troubleshooting


oServer Management / Patch Management


oBackup / Restore (Tape, Virtual)


The successful individual will have the following attributes:


oEnthusiastic approach to problem solving


oCommunication: Telephone manner, email, and face to face


oFlexible approach to tasks


oSpeaking with non-technical people, from junior positions to the most senior


oTeam Player: Always happy to help others whenever and wherever needed


oReliability: Due to the small and busy nature of the team we need to be able to depend on people to be on time, with exemplary attendance


Wasserman does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.