Every great story has a new beginning, and yours starts here. Welcome to Warner Bros. Discovery the stuff dreams are made of. Who We Are When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive. General Summary: As part of the ANZ support team and reporting to the Australia / New Zealand (ANZ) Technical Support Team Leader (based in New Zealand), this newly established role will be responsible for day-to-day operations and on-site support at our Warner Bros. Discovery offices in Sydney and remotely support users in our Melbourne and New Zealand offices. This position is also an extension of our Infrastructure team, becoming their on-site eyes and hands, assisting them with support/upgrades/installs of on-premises equipment such as server, storage and network devices. Over time, we will develop you to have the skills and knowledge to manage and support infrastructure systems and be involved in projects at other Warner Brothers. Discovery APAC sites within the region. Key Responsibilities: - Provide superior support service to our end users, including but not limited to software installation, hardware replacement, loan equipment, mobile device support, and training/guidance on use of WBD approved applications/tools - Maintain a stock of devices and manage the lifecycle of issuing, loaning returning, upgrading as required - Manage cases assigned to you and your group in the IT Service Management system, see through from being raised to resolution. - Monitor technical communications to IT mail groups (Techline, DNE ISS, etc) and be aware of changes impacting clients - Maintain on-going communication with end users, keeping them up to date with the progress of their cases - Serve as a liaison between other support teams and the end users as required by working collaboratively across all leadership levels - End user device support and configuration - End user problem support and resolution - Be on site point of contact for Infrastructure and operations support. - Assist with IT support for server production operations, including Windows and Virtual System administration. - Support the troubleshooting of network equipment and components and escalate to the resolver group where necessary. - Contributor to Incident, Problem and Change Management processes. - Support the day to day monitoring and maintenance of on site infrastructure and server room. - Assist with the physical installation, upgrades, and maintenance of on site network, server and storage infrastructure as directed by Infrastructure Engineers. - Support of server room and data center operations such as cabling, patching, racking and monitoring environmentals as directed by Infrastructure team. - Prioritise duties based on business criticalities and be flexible to work on ad hoc tasks as assigned by the manager. - Fully understand and adhere to Technology & Operations standards and procedures both in technical and functional areas. - Assist with the support of infrastructure and services at other sites within the region - Escalate complex issues and work with offshore peers to resolve issues and assist with the returning services to operation in a timely manner. - Perform other duties as needed. Qualities Required: - Intermediate level Microsoft Office support experience - Active Directory administration experience (Windows users, groups, shares, and network printers) - Able to communicate technical matters to technical and non-technical audiences - Intermediate level experience supporting iPhone, and Android Handheld Devices - Extensive experience supporting Windows and Mac OS operating system - Comprehensive experience supporting Microsoft Office product suite (minimum intermediate knowledge level required) - Extensive experience supporting Mac desktops, laptops, and iPads - 2 years ServiceNow or similar Call Management application experience in enterprise sized organisation. - Superior client interface and verbal and written communication skills. - Must be able to independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements - Ability to define & document IT support procedures as required - Ability to maintain focus in a high-pressure environment. - Strong problem-solving skills. - Administrative, prioritisation, organisational, and customer service skills. - Ability to manage multiple tasks and assess to determine their priority in complex situations . - General working knowledge of the following technologies: TCP/IP, DHCP, DNS, Active Directory, Group Policy, Windows Domains, Powershell and VMware technologies (vSphere, vCenter, etc). - Experience working within an ITIL methodology is desired. - General experience in a client/server production environment. - Education - Bachelor's degree in Information Systems, Computer Science, Business Administration or related field or equivalent experience desired but not essential. - Experience working within an ITIL methodology is desired. - Flexibility to work nights and weekends if required to complete duties, upgrades, changes or installations that cannot be completed during facility operating hours. - Desire to learn new skills and pick up new responsibilities. - Relevant industry certifications - Ability to think outside the box - Able to take ownership of an issue and see through to resolution, even if not necessarily your issue. How We Get Things Done This last bit is probably the most important Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview. The Legal Bits Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law. If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadminwbd.com.