Description:

Warner Bros. Discovery is hiring a Jr. Tech Support Analyst for its Global Service Desk operations in Hyderabad. In this role, you will be the first line of technical contact for WBD’s global user community, handling real-time requests through ServiceNow Live Chat, phone channels, and virtual remote-assist platforms. The role encompasses comprehensive identity management, end-user computing maintenance, and device troubleshooting across corporate hardware ecosystems. You will monitor networks to flag system outages, isolate incoming security incidents, enforce ticketing SLA metrics, and maintain internal technical documentation.

Key Technologies:

ServiceNow, Zoom, Okta admin, Active Directory, Intune

Requirements:

• Bachelor’s Degree in any relevant IT stream (e.g., BCA, BSc IT, B.Tech).
• 1–3 years of professional experience operating within an enterprise IT helpdesk, service desk, or remote tech support framework.
• Deep comfort executing live chat and phone-based IT triage, ensuring prompt response velocities and accurate user profiling.
• Hands-on navigation of modern directory services, user group provisions, password resets, and multi-factor authentication tools using Active Directory and Okta Admin consoles.
• Baseline exposure to Microsoft Intune for auditing compliance logs, registering end-user computing profiles, and validating cloud endpoint software configurations.
• Sound technical knowledge troubleshooting and debugging desktop and mobile operating systems, specifically Windows, macOS (OSX), iOS, and Android.
• Functional competency mapping and repairing local or network-attached configuration problems on modern enterprise devices from Apple, Dell, and Lenovo, including corporate multi-functional printer (MFP) arrays.
• Ability to record, update, and close out software requests within the ServiceNow platform. Experience performing source vs dashboard reconciliation of ticket queues, escalating business outages, and identifying security anomalies.
• Exceptional written and verbal English communication (Upper-Intermediate level or higher). Proven capability to multitask across competing high-criticality priorities, maintain strict corporate data secrecy, and function autonomously under dynamic time zones.