Technical Support Representative

The Nickelodeon Animation Studio in Burbank, CA is looking for a Technical Support Representative.

Description:

The MTVN IS&T Technical Support Representative (TSR) reports to a Manager or Director of Technical / Customer Service. The Technical Support Representative will provide the expertise required to develop and support automated solutions to meet our business needs, adhering to strategic department and company standards. The Technical Support Representative will provide a high level of customer service, technical support for both software and hardware, and ensure proper network connectivity.  The Technical Support Representative may also dedicate a sizable portion of her/his time to technical project work.

This position requires a minimum of three to four years work related experience.

Job Overview:

 35% Customer Service / Internal & External Relationships
  65% Technical Knowledge / Hands-on 

Specific Job Responsibilities:
• Provide second level support to the divisional community for software,hardware, and LAN related issues.

• Provide advanced level support to customer support representatives (phone support), handling the more complex software/hardware issues that require a higher level of knowledge.

• Function as a technical resource for IS&T departments on individual projects initiated by customers, Manager of Technical Service or the Director of Customer Service.

• Participate in Rollouts of new software/hardware to ensure consistency in IS&T technical standards.

• Provide support for custom application portfolio suite.

• Assist in Infrastructure support and maintenance.  Work with Infrastructure group on a project by project basis.

• Work with administration of all Messaging products.

• Act as liaison between business community and IS&T.

• Communicate accurate status to members of the IS&T management team.


• Strive to increase customer satisfaction levels measured on the following Customer Service skills:
 Courtesy with customer.
 Friendly and professional manner.
 Communicate technical subject matter in a non-technical fashion.
 Efficient problem solving skills.
 Ability to follow through.
 Interpersonal skills to handle the crisis situations when they arise.
 Adequate mechanisms to deal with stress and pressure.

Qualifications:

• Experience with Maya, CG Animation and CG rendering with render farms is a plus.
• Strong knowledge of Adobe Creative Suite.
• Exceptional knowledge of all Microsoft Operating Systems (Windows NT 4.0, Windows 2000, and Windows XP Pro).
• Exceptional Knowledge of all Microsoft Office Suites, including Outlook/Exchange (Office 97, Office 2000 Pro, and Office XP Pro).
• Strong knowledge of Help Desk ticketing software (i.e. Magic Service Desk, HEAT).
• Strong knowledge of PC systems, (MAC systems*), laptops, and printer hardware.
• Ability to troubleshoot remote technologies (i.e. VPN, Citrix, and Blackberry).
• Ability to independently troubleshoot new technologies as they emerge (including software). 
• Proven track record of being detail oriented, with outstanding follow-through. Strong desire to help others (customer service), positive attitude, excellent
problem solving, communication, and organizational skills.

To apply: Go to www.mtvncareers.com