Global Support Technician

3 Months ago • All levels • Customer Service

Job Summary

Job Description

The Global Support Technician will provide first-line support for various technologies, including Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik. They will manage support tickets within WorkFront, resolve standard technical issues, and escalate complex problems. They will also manage user access requests, follow support processes, and collaborate with other departments. Initially, the role will support Prose on Pixels users, with plans to expand support to agencies and clients. This position is based in Chennai, India and requires working hours aligned to the US Eastern time zone.
Must have:
  • Excellent spoken and written English language skills.
  • Excellent problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal skills.
  • Excellent Teamwork and collaborative skills.
  • Understanding of ITIL principles and their application.
Good to have:
  • Strong knowledge of Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik is a bonus

Job Details

Agency :

Havas Creative

Job Description :

Prose on Pixels is a global content at scale agency built to address the marketing challenges of today and deliver meaningful content into the future. With our unique AI powered Audience-First production model, we Create, Scale and Personalize content to captivate audiences and achieve desired brand and business outcomes.

We deliver production with a performance mindset - resulting in harder working content, reduced waste, and stronger ROI.

The Application Support Technician will report onto the Global Application Support Manager, based in Chennai, India. The Global Application Support team provides first-line support for various technologies, including Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik. The role focuses on the resolution of standard issues and ensuring proper escalation to second-line (Architecture) and third-line (Development) support or to Adobe Ultimate support when necessary. You will be working hours aligned to the US Eastern time zone.

Key Responsibilities

  • Provide first-line support for applications including Adobe WorkFront, Adobe AEM Assets/Content Hub, Frame.io, Lucidlink, Ziflow and Iconik.
  • Manage support tickets within WorkFront as requests, ensuring efficient tracking and resolution.
  • Work with ITIL principles to manage the support process effectively.
  • Resolve standard technical issues and escalate complex problems to second-line (Architecture) and third-line (Development) support or to Adobe Ultimate support and other vendor support or local IT support as appropriate.
  • Manage requests for user access and setup across our various platforms.
  • Follow support processes and procedures to ensure efficient and effective service delivery.
  • Collaborate with other departments to ensure seamless support and integration of new technologies.
  • Initially support Prose on Pixels users, with plans to expand support to any agencies and  clients logging into our systems.

Qualifications

  • Strong knowledge of Adobe WorkFront, Adobe AEM, Adobe Frame.io, Lucidlink, and Iconik is a bonus – but training can be provided to the right candidate.
  • Excellent spoken and written English language skills.
  • Excellent problem-solving and troubleshooting skills.
  • Excellent communication and interpersonal skills.
  • Excellent Teamwork and collaborative skills.
  • Understanding of ITIL principles and their application in managing support processes.
  • Ability to work effectively in a fast-paced and dynamic environment.
  • Willingness to work flexible hours to accommodate global support needs.

#LI-PD1

Contract Type :

Permanent

Here at Havas across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual’s ability to perform their job.

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About The Company

Founded in 1835 by Charles-Louis Havas, Havas is one of the world’s largest global communications groups, with more than 23,000 people in over 100 countries sharing one single mission: to make a meaningful difference to brands, businesses, and people. Havas has developed a fully integrated model covering all communications activities. The teams of the three business units, Creative, Media and Health & You, work together with agility and in perfect synergy to offer clients tailor-made, meaningful, innovative andentertainment-orientedsolutions that support them in their positive transformation.

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