Technology Support Technician III

Funko•Everett, WA

1d•Onsite

About The Position

The Technology Support Technician III role serves as the primary, hands-on technical support resource for the Burbank office, providing onsite troubleshooting and rapid resolution for a wide range of end-user hardware, software, and conference room technology issues. In addition to onsite support, this role supports the Executive team in Burbank. This position manages support-related work, contributes to projects, and drives problem resolution across multiple software, hardware, and system components.

Requirements

2+ years of progressive customer service, customer support, and advanced technical troubleshooting experience; required.
2+ years of experience providing Executive Support (white-glove support), including prioritizing and resolving issues for executive endpoint, mobile, and application needs.
Experience supporting video conferencing and conference room technology (e.g., Microsoft Teams Rooms/Zoom Rooms, cameras, microphones, speakers, and displays) and assisting with live meeting setup and troubleshooting.
3+ years of experience with Microsoft Windows.
A+, Net+, or Security+ Certification or obtained within 6mo of start date.
Familiarity with Active Directory Administration tasks.
Experience with Exchange/Office365/M365 administration.
Quality of work to include timeliness, completeness, and accuracy.
Ability to work toward team objectives effectively and obtain cooperation from other employees.
Able to lift 25 lbs., walk at least 1mi, and work in a noisy environment daily.
Regular and predictable attendance is an essential function of the job.

Responsibilities

Diagnose, perform root cause analysis, and resolve technical hardware and software issues.
Research issues and questions using available internal and external information resources.
Perform analysis and determine customer needs, documenting them within tickets submitted via self-service portal and email submissions, managing multiple tickets at a time and meeting Funko’s SLA requirements.
Image, setup, and install new workstations or assist in employee relocation efforts.
Install and troubleshoot end user hardware, mobile devices, peripherals, printing/scanning devices, presentation equipment, and other technologies.
Act as the primary onsite technology support resource for the Burbank office, providing hands-on troubleshooting and coordinating with remote teams/vendors as needed.
Provide Executive Support, including priority, white-glove assistance for executive endpoint, mobile, and application issues.
Support and maintain video conference and conference room technology (e.g., cameras, microphones, displays, and room systems), including meeting setup and rapid response during live meetings.
Assist with endpoint management solution testing, troubleshooting, and compliance on both Apple and Windows devices.
Identify and escalate situations requiring urgent attention.
Manage user and group objects in Active Directory, Office365, Azure, and other applications while conforming to Funko SOX compliance guidelines.
Weekend and/or after-hour work may be scheduled as necessary.
Other related duties as appropriate and required by department manager.