Information Technology Dallas, Texas


Description

SiriusXM and Pandora have joined together to create the leading audio entertainment company in the U.S. Together, we are uniquely positioned to lead a new era of audio entertainment by delivering the most compelling subscription and ad-supported audio experiences to millions of listeners -- in the car, at home and on the go. Our talent, content, technology and innovation continue to be at the forefront, and we want you to be a part of it! Check out our current openings below and at www.siriusxm.com/careers.

Position Summary:

Responds to telephone calls, email and personnel requests for technical support. Provides client focused support to end users on a variety of IT issues, including but not limited to, account services, software and hardware issues. Identifies, researches, and resolves technical problems. Documents, tracks, and monitors problems to ensure timely resolution.

Duties and Responsibilities:

  • Provide quality first level support to users via telephone and email with limited direction.
  • Escalate issues to senior staff and/or other departments as appropriate.
  • Communicate issues effectively to the team as well as other groups.
  • Document issues according to established processes.
  • Follow defined departmental policies, processes and procedures.
  • Meet predetermined schedules and mandated deadlines.
  • Ability to manage multiple and, sometimes, competing priorities with some guidance.
  • Create, track and manage service requests for new hires, client moves and terminations
  • Process hardware and software requests. 

Minimum Qualifications:

  • 3 to 5 years' experience serving on a telephone response Help Desk/Service Desk
  • Knowledge of Ticket Management Systems. Service Now or Jira preferred.
  • 3+ years' experience with PC hardware/software desktop support
  • A positive attitude and a conscientious commitment to customer service and problem resolution
  • Requirements and General Skills:
  • Good public speaking and presentation skills.
  • Interpersonal skills and ability to interact and work with staff at all levels, including executives.
  • Excellent written and verbal communication skills.
  • Ability to work independently and in a team environment.
  • Ability to pay attention to detail and be organized.
  • Ability to project professionalism over the phone and in person.
  • Commitment to "internal client" and customer service principles.
  • Excellent time management skills, with the ability to prioritize and multitask, and work under shifting deadlines in a fast-paced environment.
  • Must have legal right to work in the U.S.

Note: This job specification should not be construed to imply that these requirements are the exclusive standards of the position.

Incumbents will follow any other instructions, and perform any related tasks, as may be required by their supervisor.

Technical Skills:

  • Windows hardware and OS knowledge.
  • Apple device hardware and OS knowledge.
  • SCCM and/or JAMF administration and use for centralized management of devices.
  • Virtual Private Networks (VPN) with RSA Administration.
  • Microsoft Office (Word, Excel, PowerPoint, Access, Outlook).
  • Proven ability to support virtual desktops and applications is a plus (Citrix).
  • ServiceNow or Jira use and knowledge.
  • A basic understanding of Windows TCP/IP networking.
  • Active Directory User/Computer Account Administration.
  • Mobile Device support knowledge (iPhone, iPad, Android, etc.).

More details about our company benefits can be found at the following link here. #benefits

Our goal at SiriusXM+Pandora is to provide and maintain a work environment that fosters mutual respect, professionalism and cooperation. SiriusXM+Pandora is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.