Company Overview:
Meredith Corporation (NYSE:MDP) (www.meredith.com) has been committed to service journalism for 115 years. Today, Meredith uses multiple distribution platforms — including broadcast television, print, digital, mobile and video — to provide consumers with content they desire and to deliver the messages of its advertising and marketing partners.
Meredith's National Media Group reaches more than 175 million unduplicated American consumers every month, including over 80 percent of U.S. millennial women. Meredith is a leader in creating content across media platforms and life stages in key consumer interest areas such as entertainment, food, lifestyle, parenting and home. Meredith is the No. 1 magazine operator in the U.S., and owner of the largest premium content digital network for American consumers. Meredith’s leading national brands include PEOPLE, Better Homes & Gardens, InStyle, Allrecipes, REAL SIMPLE, Southern Living and Martha Stewart Living. Meredith also features robust brand licensing activities including more than 3,000 SKUs of branded products at 4,000 Walmart stores across the U.S. and at walmart.com. Meredith’s National Media Group also includes leading affinity marketer Synapse, and The Foundry, the company's state-of-the-art creative lab and content studio.
Position Title
IT Service Technician
Designation/Level
Analyst
Department Name
Technology
Business Unit
Technology
 

Job Profile Summary:

The IT Service Technician is responsible for monitoring cloud platforms, enterprise servers, storage systems, network communications, automated job scheduling, and backups in a multi-site environment.

The IT Service Technician will receive direction from IT team members and assist in troubleshooting problems and performing system maintenance as required. 

The IT Service Technician acts as an interface between Meredith internal customers and the Information Technology teams. Focus is on exceptional Customer Service to Meredith users.

The IT Service Technician assists consumers of Meredith’s IT Services with their technology needs and guides them to successful resolution of technological issues that may arise. The IT Service Technician gathers information, answers questions, assesses impact, corrects what issues they are able to or escalates to the appropriate support team, communicating in a manner appropriate to the urgency.

The person in this position must work well with others, be eager to learn new technologies and have a strong desire to develop new skills.

Job Description:

  1. Job Summary | Major goals and objectives.

Enterprise / Cloud Systems Monitoring

Problem Resolution / Escalation

System Administration

Teamwork

Customer Service

Product Support

  1. Essential Job Functions
  • Enterprise / Cloud Systems Monitoring

Interface with various monitoring and alerting systems to monitor service availability, resource utilization and performance. Analyze data and recommend opportunities for improvements where possible.

  • Problem Resolution / Escalation

Identify service availability issues and follow procedures to remedy or escalate to IT tech teams as necessary.

  • System Administration

Perform system administration services such as preparing for scheduled power outages and other tasks as needed. Perform system administrative tasks as requested by IT support teams.

  • Teamwork

Assist and encourage team members and serve as a backup to others when possible. Promote a working environment that respects individual value and dignity.

  • Customer Service

Promptly, professionally and courteously respond to and assist customers with technical issues and questions.  Solve issues if possible. Create IT tickets and assign incoming requests to appropriate support teams.  Identify and escalate urgent requests to the appropriate team.  Identify potential systemic problems based on calls and volume.

May include: account management, ticket creation on customer’s behalf, process forms and approvals, guide users to appropriate resources, follow up with customers when necessary.

 

  • Product Support

Assist customers in troubleshooting Windows, Mac, iOS and Android operating systems on corporate and personal computers and mobile devices.

III. Minimum Qualifications and Job Requirements | All must be met to be considered.

  • Education:

Minimum two-year technical degree or equivalent training and/or experience in technology support.

Experience:

Skilled in customer service principles and practice.

Proficient in relevant computer systems, applications and technology.

Specific knowledge and experience with the following systems and applications is preferred:

2+ years “hands on” administration experience implementing systems, monitoring and performance tuning

Current Linux, Windows and MAC operating systems

Enterprise networking concepts

Platforms such as Azure, AWS, Rackspace, OpenStack, HyperV, and VMWare

Technologies such as RedHat, Zabbix, Ansible, PowerShell etc.

Jira or similar Customer Service support software

 

Specific Knowledge, Skills and Abilities:

IT technical skills necessary to assist and/or assign IT requests

Ability to identify problems and deliver successful resolutions

Excellent verbal and written communication skills

Ability to document processes with appropriate text and visual components

Listening and interpretation skills

Must possess attention to detail with ability to meet deadlines

Ability to take ownership of assigned tasks

Ability to work well in a team-oriented environment

Strong customer service skills

 

Shift: Rotational shift

Apply for this Job

* Required