ViacomCBS Streaming

Sr Support Technician Production Services

1 week agoWest Hollywood, CA

Paramount Global (NASDAQ: PARA, PARAA) is a leading global media and entertainment company that creates premium content and experiences for audiences worldwide. Driven by iconic studios, networks and streaming services, Paramount's portfolio of consumer brands includes CBS, Showtime Networks, Paramount Pictures, Nickelodeon, MTV, Comedy Central, BET, Paramount+, Pluto TV and Simon & Schuster, among others. Paramount delivers the largest share of the U.S. television audience and boasts one of the industry's most important and extensive libraries of TV and film titles. In addition to offering innovative streaming services and digital video products, the company provides powerful capabilities in production, distribution and advertising solutions.

Overview & Responsibilities

The Paramount Technology department supports our global content company through the delivery of a high quality viewing experience, system infrastructure support, and crafting innovative ways for our employees to collaborate. If you are interested in a strategy that has growth, transformation, and ongoing innovation where you can help "reinvent the broadcasting wheel" Paramount Tech has a role for you!

The Senior Technical Support Representative will provide level 2 technical support to our end users in our Hollywood, CA office. They will maintain and support various technology systems, adhering to strategic department and company standards. The Senior Technical Support Representative will deliver a high level of customer service, multi-level technical support for client software and hardware; including network, server, audio/visual, cloud collaboration, and remote support as needed.

Role Details:
• Execute the primary job function within the Client Tech umbrella including, but not limited to, configuring new laptops, working on support tickets, trouble-shooting technical issues, working on project teams to deliver new products/applications to our end users, etc.
• Provide updates and status reports to Paramount Tech management to ensure work is getting completed in a timely fashion and our customers are receiving quality technical support
• Image desktop/laptops and has the ability to determine specific user needs based on job role
• Optimally communicate technical subject matter to end users & other employees in an easily understood manner
• Ensure consistency to all Paramount Tech processes & policies
• Use ServiceNow platform to log all appropriate incidents & requests
• Operate within a team of Tech support representatives, while maintaining the skills to work autonomously
• Deliver training or orientation to users on Paramount specific applications and technologies
• Maintain accountability for all work completed & work well with team members.
• Work closely with L1 teams (i.e. Service Desk), other Desktop Teams, and all Paramount Tech personnel to provide quality technical support to our end users
• Coordinate, prioritize, and solve multiple issues simultaneously in a timely and efficient manner
• Provides support to user's afterhours when necessary
• Escalates incidents/requests when needed
• Ensure technology assets are maintained in our system of record
• Work with other technical departments to support infrastructure HW & SW and assist with projects
• Provide on-site support to live television and production events
• Travel to other Paramount offices when necessary to provide on-site support
• Provides support to users afterhours when necessary
• Escalates incidents/requests when needed

• Heavy lifting including large monitors and printers weighing up to 50 lbs

• Some travel is possible

Basic Qualifications:
• Has 5 or more years' experience in system administration, customer service, and client support
• Exceptional knowledge of Microsoft Office applications, including Outlook/Office 365, OneDrive, SharePoint for Windows.
• Ability to fix remote technologies (i.e. VPN, Citrix Client, VPN, VDI, Remote Desktop, and wireless solutions).

Additional Qualifications
• Strong customer service skills, positive attitude, excellent problem-solving, interpersonal, and organizational skills.
• Exceptional knowledge of all Microsoft and Apple operating systems.
• Strong knowledge of ticket workflow software (i.e. ServiceNow).
• Strong knowledge of PC and MAC systems, laptops, and printer hardware.
• Knowledge of video conferencing setup and troubleshooting (i.e. Cisco, Zoom)
• Ability to support mobile devices
• Ability to independently solve and implement new technologies as they emerge
• Attention to detail and follow-through
• Experience using ServiceNow
• Experience providing tech support to senior leaders in a corporate environment
• B.A. / B.S. in computer science or related study
• Well-qualified candidates will possess CompTIA A+, N+, and other certifications supporting the skills and knowledge listed above.
• Microsoft certifications
• Apple certifications
• ITIL certifications

Paramount is an equal opportunity employer (EOE) including disability/vet.
At Paramount, the spirit of inclusion feeds into everything that we do, on-screen and off. From the programming and movies we create to employee benefits/programs and social impact outreach initiatives, we believe that opportunity, access, resources and rewards should be available to and for the benefit of all. Paramount is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and Veteran status.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access www.viacbs.com/careers as a result of your disability. You can request reasonable accommodations by calling 212.846.5500 or by sending an email to viacomaccommodations@viacom.com. Only messages left for this purpose will be returned.

Paramount believes in creating environments that allow our primary focus to remain on providing entertainment, education and information to our millions of viewers around the world. As part of this commitment to health and safety, Paramount requires COVID-19 vaccines for current U.S. employees, including all newly hired employees, subject to applicable law. Union employees are subject to the agreement reached between the Company and the applicable Union.

Nearest Major Market: Los Angeles

Client-provided location(s): Studio City, Los Angeles, CA, USA
Job ID: CBS-30056

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