Discovery Limited

Support Engineer

• To effectively support, manage and resolve all hardware, software and networking Incidents, Changes, and Requests at 3rd line, within agreed Service Levels and with a focus on continually improving Customer Experience across the Discovery global user community.
• Actively support ongoing Shift-Left Initiatives to ensure improved capabilities within Remote Support, Service Desk and optimized Level Zero support offerings.
• Act as a project resource for all Technology Service Project Roll Outs, Service Improvements and New Service Take-Ons.
• Ensure the clients required IT functionality is met with no redo of work.
• Resolve logged tickets according to the service Level Agreement.
• Work within a team to contribute to the Department’s service delivery.
• Contribute to the overall team performance by meeting individual SLA each month.
• Escalate problematic incidents timorously.
• Support to back-office teams with all outages at main office/ Franchise offices and Satellite offices. This includes but is not limited to Networks, Audio Visual, Data Centre, SRMT, Security.
• Liaising with 3rd party vendors.
• Complete all projects or tasks successfully within the time frame assigned.
• Travel and support of regional Franchise office’s including Discovery Stores and qualifying remote sites. Duties include but not limited to desktop support, server support and maintenance, data centre support and maintenance, site moves, new site setups and remote support.

IT Support Engineer