Onsite Support Analyst

Warner Music Inc.•Nashville, TN

9d•Onsite

About The Position

At Warner Music Group, weâ msre a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we turn dreams into stardom and audiences into fans. We are guided by three core values that underpin everything we do across all our diverse businesses: â ms Curiosity: We do our best work when weâ msre immersing ourselves in culture and breaking through barriers. Curiosity is the driving force behind creativity and ingenuity. It fuels innovation, and innovation is the key to our future. â ms Collaboration: Making music and bringing it to the world is all about the power of originality amplified by teamwork. A great idea, like a great song, travels globally. We ignite passions and build connections across our diverse community of artists, songwriters, partners, and fans. â ms Commitment: We pursue excellence for our team and our talent. Everything in music starts with a leap into the unknown, and weâ msre committed to keeping the faith, acting with integrity, and delivering on our promises. Technology is one of the most important parts of our business. Whether itâ ms signing up new artists; ensuring we provide the right data to Spotify, YouTube, and other digital service providers; or helping artists use the latest AI tools and make thoughtful decisions with data-driven insights â ms technology plays an invaluable role in our success. The engineering team at Warner Music Group makes all of it a reality. WMG is home to a wide range of artists, musicians, and songwriters that fuel our success. That is why we are committed to creating a work environment that actively values, appreciates, and respects everyone. We encourage applications from people with a wide variety of backgrounds and experiences. Consider a career at WMG and get the best of both worlds â ms an innovative global music company that retains the creative spirit of a nimble independent. A little bit about our team: Global team of dynamic, creative and collaborative problems solvers working together to build highly secure and scalable solutions to drive innovation and operational excellence. We are customer focused, always making the user experience paramount. Your Role: As an Onsite Support Analyst, you will provide hands-on technical support to WMG employees, including VIP executives, ensuring the smooth operation of IT systems and equipment. You'll play a crucial role in delivering exceptional customer service and maintaining high levels of user satisfaction.

Requirements

Passion for delivering excellent customer service.
Experience dealing with and supporting VIP level employees.
Ability to learn and follow operational processes and requirements.
Strong verbal and written communication skills.
Familiarity with technical support for Windows, Mac, and mobile devices.
Strong knowledge of Google Workspace, Microsoft O365, Active Directory, JAMF, SCCM, and ServiceNow.
Understand and use scripting in powershell.
Ability to lift and move computer equipment weighing approximately 50 pounds.
Willingness to work off-shift and overtime hours if needed.

Nice To Haves

ITIL Certification.
BS/BA in Computer Science, Information Technology, or equivalent.
Certifications from CompTIA , Google, microsoft, Jamf, etcExtreme attention to detail and strong critical thinking skills.
Excellent written and verbal communication skills.
3-5 years prior experience in an enterprise desktop support environment.

Responsibilities

Provide onsite and remote support for Windows, Mac, and mobile devices, addressing technical issues promptly.
Act as "smart hands" in server rooms and network closets, assisting with support and projects.
Respond to requests and inquiries from users, including VIP level executives, within SLAs.
Deliver 1st and 2nd level solutions to technical problems over the phone or desk side.
Open, track, document, escalate, resolve, and close each problem/inquiry/request in WMG IT's service management system.
Utilize scripting in PowerShell for automation and system administration tasks.
Administer Google Workspace, Microsoft O365, Active Directory, JAMF, SCCM, and ServiceNow.
Provide A/V support for meetings and conference rooms.
Collaborate with support team leadership to communicate issues and opportunities for improvement.
Identify root cause and implement continuous improvements to reduce recurring issues.
Generate ad-hoc and custom reports for all systems in response to requests.
Train end users in the use of equipment and software.