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IT Support Specialist

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Date: Oct 21, 2021

Location: Wroclaw, PL

Company: Dolby Laboratories, Inc.

At Dolby, science meets art, and high tech means more than computer code. As a member of the Dolby team, you’ll see and hear the results of your work everywhere, from movie theaters to smartphones. We continue to make a difference how people create, deliver, and enjoy entertainment worldwide. 

To do that, we need the absolute best talent. Are you the one? 

We’re big enough to give you all the resources you need, and small enough so you can make a real difference and earn recognition for your work. Would you like to work on the latest entertainment technologies to deliver spectacular experiences with us? 

In this role you will be responsible for supporting the Endpoint Engineering Team (EET) as part of the IT Global Infrastructure organisation within Dolby. The EET is responsible for driving the strategy, security, and operations of the operating systems and devices that are used by our Dolby workers to perform their roles. We are searching for a person that will be able to work flexible hours on different days as necessary to meet with Dolby workers in other time zones across Europe, Asia Pacific, and the Americas. We are looking for a talented worker that has knowledge in supporting Windows and Macintosh OS systems as well as mobile device platforms such as iOS and Android. In addition to technical familiarity with these systems, they need to have a passion for supporting others and for high customer satisfaction. In this role, the ideal candidate will also have a basic knoweldge of Microsoft products and/or server support.

 

Your day-to-day tasks will consist of supporting the global rollout of IT solutions to end users and will be focused on following up with the end users to support the deployment of those solutions. The support role will involve installing software, making system modifcations, updating documentation, communicating with end users before, during, and after software deployments, and other activities. This role will also be heavily involved in testing the software packages and providing feedback on issues found during the testing of the deployment of the software. You will be an extension to the EET team to deliver the project and will be responsible for your own deliverables and for communicating status to the project owners on a frequent basis. This role is responsible for working on users’ support tickets (e.g., requests or incidents) and managing your assigned tickets within the service level agreements (SLAs). Because this role is an extension of the EET, this position reports directly to the local IT manager in San Francisco.

 

 

Technical Areas of Focus includes the building, maintenance, and support of:

  • Device Operating Systems (OS) such as Windows, MacOS, iOS, and Android

  • ITIL Based Service Delivery tools

  • Microsoft Office suite support

  • Understanding application support, including client backup software, remote connection software, and other applications used to support the computing needs of end users

  • Familiarity with system management tools such as SCCM, JAMF, AirWatch/WorkSpace ONE, etc.

  • Familiarity with SaaS-based console tool such as Code42, CbDefense, etc.

 

What to expect from the role:

  • Flexible working hours to be able to work with users in the early morning or late evening times

  • Ability to absorb and retain information quickly

  • Ability to use customer/user-friendly language

  • Highly self-motivated, self-directed, with a high attention to detail

  • Proven analytical and problem-solving abilities

  • Ability to effectively prioritize and execute tasks in a high-pressure environment

  • Exceptional customer service orientation

  • Experience working in a team-oriented, collaborative environment

  • Coordinate and participate in planning and execution of deployment rollouts regionally and/or globally

  • Proactively identify areas where process improvement can benefit the team and Dolby in general

  • Be able to drive communication and follow-up campaigns to users on EET projects and deployments

  • Document, perform, and transition governance tasks EET is responsible for

  • Deliver IT services to Dolby workers according to service level commitments, corporate policies, corporate standards, and compliance requirements including:

    • Service Request Fulfillment

    • Incident Management

    • Problem Management

    • Access Management

  • Meet or beat service level commitments as defined by management and end-users

  • Consults with and trains end users regarding IT services

  • Maintains and produces support documentation for end users

  • Performs duties as assigned by immediate supervisor and as necessary to complete performance objectives

 

  •     Knowledge, Skills, Experience and Education Required:
  • 1-3 years experience and knowledge of basic computer hardware

  • Experience with desktop operating systems including Windows and Mac OS, as well as mobile operating systems including iOS and Android

  • Motivated to learn technologies EET uses (e.g., SCCM, Jamf, etc.) to a level of basic working knowledge

  • Extensive application support experience

  • Working knowledge of a range of diagnostic utilities

  • Good understanding of the organization's goals and objectives

  • Good English written and oral communication skills

  • Interpersonal skills, with a focus on rapport-building, listening, and questioning

  • Strong documentation skills

 

Other Responsibilities:

  • Travel for business as required
  • Work during odd hours to support project go-lives or coordinate with team members in other time zones for critical projects

  • Performs duties as assigned by immediate supervisor

  • Performs tasks necessary to complete performance objectives

  • Assist and be available for team members as needed

 

Dolby Hiring Entity: 

Dolby Poland Sp. z o.o.

Business Garden, Building G

ul. Legnicka 48

Wrocław, 54-202, Poland