Enterprise IT Support Analyst (L1)

TL;DR

Enterprise IT Support Analyst (L1): Providing first-line technical support for employees and partners with an accent on resolving hardware and software issues across the hirify.global IT landscape. Focus on delivering exceptional customer service, managing SLA targets, and maintaining technical agility during overnight shifts.

Location: Must be based in Englewood Cliffs, New Jersey. The role requires working onsite five days per week, with some potential for part-time remote work.

Compensation: $65,000 – $80,000 yearly.

Company

hirify.global is a global media and entertainment company operating iconic brands across news, sports, and entertainment sectors.

What you will do

• Provide technical support via phone, chat, and in-person at the TechBar.
• Perform break-fix support for IT hardware and software issues.
• Fulfill and triage customer service requests.
• Maintain ownership of support tickets and communicate status updates.
• Meet team targets and adhere to defined SLA metrics.

Requirements

• Must be available for the overnight shift: 11pm – 7am, Sunday through Thursday.
• Must be able to work onsite five days per week in Englewood Cliffs, NJ.
• Experience with Windows, macOS, Office 365, Active Directory, and MDM.
• Relevant experience in IT support and managing SLA targets.
• Understanding of ITIL fundamentals.
• Ability to maintain a quiet home work environment for part-time remote tasks.

Culture & Benefits

• Opportunity to work with a major media and entertainment organization.
• Comprehensive benefits package including health insurance and retirement plans.
• Commitment to fair compensation and pay transparency.
• Inclusive work environment with equal employment opportunities.