A+E Global Media is seeking to appoint a talented and committed Technology Support Specialist to assist our internal staff in Korea and APAC with technical queries. This role will be part of the International Technology Support team based in UK/US.

Candidates must have excellent customer service and quality management skills, equipped with the passion, resources, and commercial insight to help achieve them. The ideal candidate should have experience working in a dynamic environment, enjoy interacting with and helping others. Furthermore, we seek someone who can be proactive, periodically looks at types of issues & requests and recommends actionable solutions to eliminate or “shift left” the support by documenting solutions.

MORE ABOUT WHAT YOU’LL DO:

• ㆍProviding technical assistance and end-user support: You will support (remote & in-person) other technical teams to resolve issues that come into the service desk while acting as a point of escalation for more challenging issues
• ㆍEnsure technology offerings are up to date: Corporate endpoints are compliant, documentation is created, and existing documents are kept relevant
• ㆍSupport colleagues in exploring and adopting approved AI tools (for example, ChatGPT Enterprise, Microsoft Copilot, or other corporate AI solutions) and helping users understand best practices for secure, compliant, and effective use.
• ㆍQuality assurance: Ensuring your work meets the organization’s quality standards and complies with relevant regulations and policies (SLAs, KPIs, CSAT, ticket quality). While learning how to effectively report on data using our ITSM system and presenting that data to team leadership
• ㆍAssisting with user training, onboarding, and Project work: In-person or remote 
• ㆍParticipate in peer-lead, self-development initiatives: On a weekly basis

WHAT YOU’LL LEARN: 

On our team, you’ll have the opportunity to innovate and learn. You’ll have a chance to be part of the implementation of the latest technologies. Participating in our internal, peer-led “passion” initiatives can also challenge your self-development. Finally, you will have a unique opportunity to participate in significant initiatives to continue our journey towards a world-class, global, and service-oriented organization.

WORKING HOURS & LOCATION: 

The technician must be able to commute to our Seoul office easily. This hybrid role requires a minimum of three days a week in the office but may require up to five days, depending on business needs.
Occasionally meetings with the UK and US could be scheduled out of working hours.

YOUR STORY:

Experience supporting and utilizing the following:

ㆍWindows 10, 11 & Mac OS | M365 & O365 | Active Directory (AzureAD)

ㆍEndpoint Management: MS Intune/SCCM, Ivanti & JAMF

ㆍTicketing: through an ITSM ticketing system (Freshservice, ServiceNow or similar)

ㆍBusiness Applications: MS Teams, Zoom, BOX, OneDrive, Citrix Workspace, OKTA, SharePoint

ㆍPrinter support

ㆍInterest in emerging technologies such as automation and AI, with a desire to experiment responsibly and share learnings

You should be able to demonstrate:

• ㆍAbility to deal directly with clients and Executives in a friendly & confident manner
• ㆍPassion for your customers with a strong will to make a difference
• ㆍThe ability to work in a dynamic environment, prioritizing and multitasking effectively
• ㆍOwnership of customer issues and seeing problems through to full resolution
• ㆍMaintain prompt, ongoing, and accurate communication to customers and 3rd party stakeholders throughout reported issues and requests
• ㆍStrong planning, organizing, and prioritizing skills
• ㆍInterest in emerging technologies such as automation and AI, with a desire to experiment responsibly and share learnings
• ㆍLanguage proficiency: Korean native, English professional working, Japanese

Desired

• ㆍITIL V4 Certification | Microsoft Certification | Mac Certification
• ㆍAt least 3 years of relevant work experience
• ㆍExperience working in broadcast/media
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