Technician, Tier 1 Support

About the Company

As the world’s leading multidisciplinary service provider, Deluxe underpins the media and entertainment industry, servicing content creators and distributors including Netflix, WarnerMedia, The Walt Disney Company, Amazon, Apple, Viacom, NBCU, Google, AT&T and many others, by providing Global Content Distribution, Localization, Accessibility and Mastering while leading end-to-end innovation with unparalleled scale and agility across the Streaming, Theatrical, Broadcast and Mobile landscapes. With headquarters in Los Angeles and offices around the globe, the company employs over 3,200 of the most talented and experienced industry individuals worldwide. For more information, please visit www.bydeluxe.com

Position Summary

The Technician Tier-1 of the 24x7 Service Desk, is to deliver efficient, responsive, and effective resolution of global application issues while supporting customers enterprise wide utilizing diverse customer service channels such as : phone, online, and chat technologies. They will also need to work in close coordination with IT team members abroad to escalate incidents that cannot be resolved by them and ensure that users receive seamless resolution of their day-to-day problems.

Outcomes and Accomplishments

As a Technician, Tier 1 Support, you will :

• Serve as first point of contact to customers seeking technical assistance via phone, email, and chat.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Managing the Service Desk queue in a professional and consistent manner that ensures user incidents, requests and queries are dealt with efficiently.
• Maintaining a high level of customer awareness and focus by communicating regularly with other Service Desk team members and IT teams.
• Escalating incidents and / or requests to the Service Desk Team Leader or resolver groups when required.
• Ensure IT compliance for global infrastructure services.
• Level 1 user account management for entire applications hosted (Onboarding user, Offboarding User, License allocation et).
• Use the support database for handling the Service Requests and Incidents.
• Resolve issues like from basic account lockout and password reset to complex application issues.
• Categorize the tickets accurately and summarize status and document the detailed troubleshooting steps performed before forwarding to next level.
• Ability to interact well with employees, vendors, and customers.
• Research and evaluate problems or technologies outside current knowledge or experience.
• Create knowledge article documentations as required.
• Maintain ticket quality by updating all the required steps.
• Help troubleshoot and perform RCA of business application issues and resolve as many incidents as possible at the first level support.
• Other duties as assigned.

What You Bring :