Associate, IT Support

Role x You:
The role of the IT Support Associate is to ensure the smooth operation of the
systems that are used by staff, freelancers and independent contractors. You
will be expected to provide timely, courteous and professional service to all
end users at all times. You will also be expected to have a proactive approach
to the job at hand, assessing and finding problems before they become an
issue. You will be the first port of call for IT issues within the building or
remotely, dealing with issues or escalating them as needed. You will also be
required to be well researched; and constantly be improving your own knowledge
of internal systems and processes as well as emerging technology to better
inform the business and provide assistance to the company as both an assistant
and advisor.
Responsibilities:
Help Desk
* Acknowledges Help Desk tickets in a timely manner
* Resolves tickets and documents the solution in the VICE Support ticket Software
* Offers guidance to the Help Desk when necessary
* Assists Help Desk with resolving all issues (software,hardware, connectivity, accounts, access and general inquiries)
End-user Support, Troubleshooting and Inventory
* Configures and deploys new computers, creates and deploys images, and reconfigures computers for redistribution.
* Provides assistance with desktop and cloud-based applications.
* Troubleshoots existing computers and printers and all associated peripherals.
* Installs and troubleshoots standard and customized Departmental applications.
* Assists in documenting various software used by staff.
* Provide weekend coverage to the business as per a rotational schedule.
Audi Visual Support
* Supports equipment in conference rooms and meeting rooms.
Special Projects (as needed)
* Participate in special projects such as new hardware and software deployments.
* Maintain asset management platform which will serve as database for all physical and digital technology assets on a global scale
* Develop and maintain technology procurement process on a global scale
* Discover opportunities for IT to enhance departmental workflows and processes, both within and outside of the IT department
* Communicate opportunities to leadership and drive development to meet business goals
Media Support
* General edit client support including checking connectivity and power on various peripherals (mixers, speakers, monitors, edit clients), rebooting edit clients when needed, and participating in remote troubleshooting sessions with the wider Media Support team and occasionally users
* Inventory checks and logging of Media Support equipment on-site at VICE offices, which will require repetitive lifting and movement of physical assets
* Participate in e-waste and e-cycling efforts, which will require repetitive lifting and movement of physical assets
* Supporting Adobe Creative Cloud applications in MacOS and Windows based environments
* Occasionally assist on on-site productions in preparing and powering up of hardware and storages related to those productions
* Power cycling edit station as well as hardware in the data center when required
* Preparing documentation when required
You have these:
* ‎3+ Years Professional experience
* Apple Genius Background Preferred
* ACMT - apple certified mac technician
* ACSP - apple certified support professional
* Apple Hardware experience
* Ability to manage support projects with strict deadlines
* Experience in help desk / customer service
* Strong project management skills, ability to meet deadlines
* Strong written, oral, and interpersonal skills
We'd love if you also have these:
* Experience of working with global teams
* Arabic language skills
ABOUT VICE MEDIA GROUP
VICE is the world's preeminent youth media company and content creation
studio. Launched in ‎1994, VICE now operates in over ‎30 countries and
distributes its programming to hundreds of millions of viewers each month
across digital, linear, mobile, film and socials.
VICE includes an international network of digital channels; a television and
feature film production studio; a magazine; a record label; an in-house
creative services agency; a book-publishing division; and an international TV
network
Candidates, please note that if you are contacted by anyone with an email
other than @
vice.com
purporting to be recruiting on behalf of Vice Media, it is not legitimate
, ___and you should not engage._