17 days old

Tech Support IV

Discovery Inc
New York, NY 10001
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Discovery Inc

Location: New York, New York, United States, 10001
Req ID: 180

Discovery hires the very best and brightest talent who are enthusiastic and passionate to fulfill the company's mission of empowering people to explore their world and satisfy their curiosity.

In exchange for their talent and drive, employees are provided with an engaging, diverse workplace and the resources they need to learn, thrive and grow in their careers.

Our Team

As Discovery Communications' portfolio continues to grow - around the world and across platforms - the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discovery's products, while articulating the long-term technology strategy that will enable Discovery's growing pay-TV, digital terrestrial, free-to-air and online services to reach more audiences on more platforms.

From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.

The Role

The primary objective of the Tech IV role is to support our TechKnow Bar on-site support desk (in specified locations) and issues related to software and hardware support needs of our customers. Technicians supporting this role interact face-to-face with our business users and are expected to have a versatile skill set both technically and personally with the ability to stay focused and continually develop as an experienced and skilled technician. Technicians in this role will be expected to self-manage the workload in this area and balance priority issues by vetting risk and exposure. This is a fast-paced hands-on position where individuals are required to stay fixed to the TechKnow Bar location when on-duty.


  • Provide premier support service to clients including but not limited to software installation, hardware replacement, loaner equipment, mobile device support, and training/guidance on use of Discovery approved applications/tools
  • Manage and evolve TechKnow Bar start-up and shut-down practices and procedures
  • Manage stock for replacement equipment needed on-hand
  • Manage return of loaner equipment
  • Manage PC/Mac refresh projects for new equipment
  • SRM ordering for replacement hardware parts
  • Support deployment of equipment to new users or movement to new locations
  • Drive clients to the TechKnow Bar area whenever possible to engage one-on-one and provide service with availability to stocked tools and supplies
  • Monitor technical communications to IT mail groups (Techline, DNE ISS, etc) and be aware of changes impacting clients

Responsibilities Cont.

  • Raise awareness and inform management team of potential day-to-day issues or obstacles
  • Provide a seamless and professional experience in supporting remote and regional customers
  • Log into the Avaya Call Distribution System when necessary when overflow support is necessary
  • Uphold professional ticket management from the get-go for the benefit of the rest of the global support teams by ensuring all ticket types are logged, work logs comprehensively updated and then carefully manage routing to ensure resolution
  • Maintain on-going communication with customers, keeping them up-to-date with the progress of their tickets
  • Serve as a liaison between other support teams and the customer as required by working collaboratively across all leadership levels
  • Provide support in the management of outages as needed, providing communications to small and large scale user groups.
  • Be proactive and ensure constant follow up with involved IT teams to ensure resolution
  • Ability to embrace and support new technologies introduced first hand to IT
  • Keep Knowledge Base(s) up-to-date

Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including but not limited to all local Fair Chance Ordinances.

EEO is the Law
Pay Transparency Policy Statement
California Job Applicant Privacy Policy

If you are an individual with a disability and need an accommodation during the application process, please send an email request to [email protected]

Posted: 2020-07-22 Expires: 2020-08-23

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Tech Support IV

Discovery Inc
New York, NY 10001

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