Experienced in working with end-user computing solutions?
Do you have a can-do attitude with a focus on getting the job done?
Do you have experience in providing support, maintenance and operation of Information Technology systems and AV across multiple sites/offices
Do you have a passion for technology?
Who are we?
Synonymous with accuracy, integrity and trust, Dow Jones & Company is one of the most respected brands in providing news and business information worldwide.
What is the role?
Based in our Paris office, the role of Support Specialist is to be responsible for providing exceptional technical assistance, customer service and support to Paris based employees as well as EMEA based staff remotely and in person.
What is my personal contribution?
Works closely with current on-site support staff in solving day to day technical support related problems.
Support the integration of new technologies into the operation.
Works closely with our US AV team to be the main point of escalation for AV related incidents across all EMEA sites.
Provide technical assistance, guidance, and training to technical staff and customers.
Maintain corporate technology and publication-quality standards.
Implements high availability platforms and business resumption planning architectures.
Acts as a liaison for vendors during installation, rearrangement and/or removal of equipment.
Performs system software, application, and hardware upgrades.
Develop and maintain documentation needed by support staff, including troubleshooting steps, installation instructions, new tools overviews, and contact lists.
Assists in problem investigation, analysis, and evaluation to determine the solution.
Provides hardware and systems software support, including ancillary software products.
Directs trouble resolution activities, coordinating with technical staff, vendors, and carriers.
Works proactively to ensure high performance, high reliability, and rapid trouble resolution of the network(s) including hardware and software.
Notifies management and customers of network/systems troubles through a tiered notification and escalation process.
Supplies telephone support to corporate technical staff when necessary.
Install and modify supported systems.
Works with vendors to resolve replacement or modification issues.
Performs routine systems maintenance, such as backups and disk maintenance.
Maintains hardware and software configuration documentation.
Works with technical staff and vendors in diagnosing and correcting hardware problems.
Provides 1st & 2nd level support including problem resolution for software applications, PC/Mac hardware and full range of peripheral related problems.
Assists the Service Desk team with taking support calls when required, if directed by the team lead or management team.
Records and logs all details related to support calls dispatched by call tracking system.
Performs initial installation of new PC’s.
Is happy to work with users around the office in person or via phone when assisting remotely.
Coordinates the evaluation of 3rd party software products.
Coordinates pre-beta testing of new applications.
Provides telephone/remote support to remote users who experience software or hardware problems and on occasions when assisting the Service Desk
Develops and maintains technical documentation across all regions
Is reachable out of hours in case of an emergency, if required
Is happy to travel to other EMEA sites on projects and when required
What do you need from me?
At least 5 years previous experience within a system support role and function
At least 3 years supporting AV/conference room hardware, with Zoom, Teams or Google hangout.
In-depth knowledge of audio conferencing config and connectivity, experience working with Logitech, Polycom, Extron or Crestron hardware.
Strong attention to detail with a proactive and problem-solving approach
Experience of working in a real-time environment and providing remote support
Previous experience of working in multiple locations
Strong communication and interpersonal skills.
Excellent attention to detail and time management.
Problem-solving, troubleshooting and analytical skills.
In-depth knowledge of developing and maintaining technical documentation.
Proactive approach with a focus on service delivery and going that extra mile is essential
You must also be prepared to work on different sites in and around EMEA and be available to travel last minute if required
Previous experience working with IP telephony and UC technologies
In-depth knowledge of Google/Outlook mail environments
Experienced in configuring/troubleshooting mobile devices on iOS and Android
French-speaking is a bonus
What we offer?
In return, we offer a professional, progressive and multicultural environment for you to grow both personally as well as a wide range of benefits offered by a global company.
Dow Jones , Making Careers Newsworthy
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .
Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.
Business Area: NCT - EUS & Infrastructure Services
Job Category: IT Administration/Support Group
Req ID: 30127