Job Description

Job Description

Location:

Bengaluru, KA

Description:

Condé Nast sets the benchmark for publishing excellence with leading print and digital brands, including Vogue, Vanity Fair, GQ, Glamour, Wired, Conde Nast Traveller and AD.

 

Headquartered in New York and London and operating across 28 markets, we publish over 30 iconic print and digital brands, reaching more than 240 million people worldwide.

 

With a commitment to delivering beautiful, influential content and brand experiences, our mission is to open the doors to a word of excellence, creativity and passion. 

Condé Nast is running a major digital business transformation of our business technology and systems, and a long-term commitment to investing into our digital capabilities. Technology is a key part of Condé Nast’s future, and key to the success of this transformation. Historically, we have had different technology stacks in markets all over the world. Now we are looking at unifying our core technology platforms. This is a new global team, with a hub in New York, London, Bangalore and Chennai, this role has the opportunity to help define our Site Support capability on a global scale. You will get a rare look at digital publishing around the world.

 

As a Technology Support Engineer you will be working as part of the Global Support team as a member of our HQ Support Team providing 1st and 2nd Line Support remotely via Phone, Chat, and through Condé Nasts’s Global Support Portal. 

 

The successful candidate will have solid experience supporting Mac and Windows systems in an Active Directory environment and will have a mixture of skills that can encompass troubleshooting relevant applications, or providing ad-hoc mobile device support to staff, VIPs, or business visitors.

 

Knowledge of building Mac and Windows systems is essential and strong network troubleshooting capability is a requirement. Our ideal candidate will be enthusiastic and willing to throw themselves into situations where discretion and diplomacy are just as important as ‘computer knowledge’ in resolving problems and has an open-mind to new technologies; which will add value to the Technology department operationally and their development.

 

Working with other teams in the department is key, so this person will need to be a strong communicator and have good awareness of issues current and arising. The role assumes the successful candidate will work in a co-operative, diplomatic and flexible manner.

Key Duties & Responsibilities:

  • Triage and log all incoming support calls into ServiceNow, providing first-call resolution (by telephone, remote control or chat).

  • Management of ServiceNow Support queue, escalating requests to the appropriate party, as needed.

  • Provide first and second level troubleshooting and issue resolution.

  • Escalate issues as required.

  • In conjunction with the Senior Support Specialist and team leadership, monitor high impact issues to ensure all relevant staff are deployed effectively.

  • Ensure relevant Global support colleagues are made aware of the current support issues via agreed communication procedures.

  • Provide ad-hoc audio/visual support for meetings, events, conferences and webinars.

  • Integrate with other support teams to provide seamless, coherent colleague support where required (projects, high-impact responses).

  • Champion IT Security, protecting the company’s IP through application of policies and procedures.

    • Essential Skills & Requirements:

  • Windows and Mac OS (80%+ Mac)

  • G-Suite and Office365 

  • Working to SLA’s and ITIL based processes

  • Active Directory Administration

  • PC and Mac hardware troubleshooting

  • Printer troubleshooting

  • Network essentials (TCP/IP basics) & connectivity

  • Audio Visual Skills (Zoom)

  • Mobile device support (iPhone / iOS)

  • Adobe CC Enterprise

  • Bomgar

  • Sophos

  • Slack

  • Polycom

  • ServiceNow

  • 8x8

  • OKTA

    •  

  • Excellent troubleshooting, customer service, and communication skills are a must.

  • Existing troubleshooting/helpdesk experience is a plus.

  • Willingness to work UK (and possibly U.S.) hours. 

  • In-office Monday-Friday.

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