Technical Support Analyst - English speaking
The Associated Press is an independent global news organization dedicated to factual reporting. Founded in 1846, AP today remains the most trusted source of fast, accurate, unbiased news in all formats and the essential provider of the technology and services vital to the news business. The AP Global Technical Support team provides 24x7 support for all global products and services for AP’s staff and external clients. Technical Support Specialists assist with any technical problems reported by staff and external clients via email/cases, phone, and live chats. This is a hybrid role with an in-office requirement Tuesday through Thursday each week.
Assist external clients with APIs setups
Assist and support Elections setup and applications
Troubleshoot and resolve issues related to Azure, Intune, SCCM and other tools used for deployment and management of AP hardware and back‑office applications
Deploy and support MAC and PC hardware
Deploy mobile devices and support, iOS, and Android
Setup photo and video equipment
Provide AP staff account management, password resets, assist with management of membership of distribution lists and groups
Provide account management for any portals used by the AP external clients
Provide support for Video technology and services used by external clients and AP staff
Modify customer entitlements as necessary
Generate API keys and welcome letters
Administer various roles for external clients in the eAP system
Troubleshoot issues with Amazon and Microsoft cloud‑based applications
Support third party tools used for collaboration and information sharing
Track all support activities through AP support tools
Troubleshoot access and functional issues with all AP Customer Portals
Troubleshoot and resolve issues with printers, conference rooms, and other office equipment
Troubleshoot and resolve issues with VPN connections / Wi‑Fi networks/VOIP phone systems
Provide peer to peer training on as needed basis
Work on special projects, as necessary
Work on bureau relocations and setup, as necessary
Must be available to work flexible hours and longer shifts, as necessary
1+ year(s) customer support experience (telephone, email, online chat, etc.)
- Must possess a service‑oriented attitude and be able to communicate and coordinate well with clients and global team members via designated work channels
- English language proficiency (both written and verbal)
- Familiarity with client integrations pertaining to various Content Management Systems and Vendor Solutions
- Understanding of network protocols TCP/IP, FTP, SMTP and NNTP. Working knowledge of modern hardware deployment technology and be able to assist with any issues
Prior News and Media industry experience
Experience with Windows, MAC OSs preferred
Working knowledge of video and audio technology
Working knowledge of XML and JSON
Knowledge of Salesforce and EasyVista
The annual gross base salary (RAL): €46,500 fixed.
We support all aspects of diversity and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability, status as a veteran, or other characteristic protected by law.
Technical Support, Developer, Telecom, Telecommunications, XML, Technology
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Assist external clients with APIs setups
Assist and support Elections setup and applications
Troubleshoot and resolve issues related to Azure, Intune, SCCM and other tools used for deployment and management of AP hardware and back‑office applications
Deploy and support MAC and PC hardware
Deploy mobile devices and support, iOS, and Android
Setup photo and video equipment
Provide AP staff account management, password resets, assist with management of membership of distribution lists and groups
Provide account management for any portals used by the AP external clients
Provide support for Video technology and services used by external clients and AP staff
Modify customer entitlements as necessary
Generate API keys and welcome letters
Administer various roles for external clients in the eAP system
Troubleshoot issues with Amazon and Microsoft cloud‑based applications
Support third party tools used for collaboration and information sharing
Track all support activities through AP support tools
Troubleshoot access and functional issues with all AP Customer Portals
Troubleshoot and resolve issues with printers, conference rooms, and other office equipment
Troubleshoot and resolve issues with VPN connections / Wi‑Fi networks/VOIP phone systems
Provide peer to peer training on as needed basis
Work on special projects, as necessary
Work on bureau relocations and setup, as necessary
Must be available to work flexible hours and longer shifts, as necessary
1+ year(s) customer support experience (telephone, email, online chat, etc.)
- Must possess a service‑oriented attitude and be able to communicate and coordinate well with clients and global team members via designated work channels
- English language proficiency (both written and verbal)
- Familiarity with client integrations pertaining to various Content Management Systems and Vendor Solutions
- Understanding of network protocols TCP/IP, FTP, SMTP and NNTP. Working knowledge of modern hardware deployment technology and be able to assist with any issues
Prior News and Media industry experience
Experience with Windows, MAC OSs preferred
Working knowledge of video and audio technology
Working knowledge of XML and JSON
Knowledge of Salesforce and EasyVista
The annual gross base salary (RAL): €46,500 fixed.
We support all aspects of diversity and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, gender identity, disability, status as a veteran, or other characteristic protected by law.
Technical Support, Developer, Telecom, Telecommunications, XML, Technology
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