Technology Support Technician III

Description

Funko Overview

Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters.

Funko is a purveyor of pop culture and licensed-focused collectibles company. Funko currently holds thousands of licenses and the rights to create tens of thousands of characters – one of the largest portfolios in the pop culture and collectibles industry. Funko’s Pop! Vinyl is the number one stylized vinyl collectible on the market, selling millions of figures to fans around the world.

The Technology Support Technician III role serves as the primary, hands‑on technical support resource for the Burbank office, providing onsite troubleshooting and rapid resolution for a wide range of end‑user hardware, software, and conference room technology issues. In addition to onsite support, this role supports the Executive team in Burbank. This position manages support‑related work, contributes to projects, and drives problem resolution across multiple software, hardware, and system components.

• Diagnose, perform root cause analysis, and resolve technical hardware and software issues.
• Research issues and questions using available internal and external information resources.
• Perform analysis and determine customer needs, documenting them within tickets submitted via self‑service portal and email submissions, managing multiple tickets at a time and meeting Funko’s SLA requirements.
• Image, setup, and install new workstations or assist in employee relocation efforts.
• Install and troubleshoot end user hardware, mobile devices, peripherals, printing/scanning devices, presentation equipment, and other technologies.
• Act as the primary onsite technology support resource for the Burbank office, providing hands‑on troubleshooting and coordinating with remote teams/vendors as needed.
• Provide Executive Support, including priority, white‑glove assistance for executive endpoint, mobile, and application issues.
• Support and maintain video conference and conference room technology (e.g., cameras, microphones, displays, and room systems), including meeting set‑up and rapid response during live meetings.
• Assist with endpoint management solution testing, troubleshooting, and compliance on both Apple and Windows devices.
• Identify and elevate situations requiring urgent attention.
• Manage user and group objects in Active Directory, Office
  365, Azure, and other applications while conforming to Funko SOX compliance guidelines.
• Weekend and/or after‑hour work may be scheduled as necessary.
• Other related duties as appropriate and required by department manager.

• 2+ years of progressive customer service, customer support, and advanced technical troubleshooting experience; required.
• 2+ years of experience providing Executive Support (white‑glove support), including prioritizing and resolving issues for executive endpoint, mobile, and application needs.
• Experience supporting video conferencing and conference room technology (e.g., Microsoft Teams Rooms/Zoom Rooms, cameras, microphones, speakers, and displays) and assisting with live meeting set‑up and troubleshooting.
• 3+ years of experience with Microsoft Windows.
• A+, Net+, or Security+ Certification or obtained within 6 months of start date.
• Familiarity with Active Directory Administration tasks.
• Experience with Exchange/Office
  365/M365 administration.
• Quality of work to include timeliness, completeness, and accuracy.
• Ability to work toward team objectives effectively and obtain cooperation from other employees.
• Able to lift 25 lbs., walk at least 1 mile, and work in a noisy environment daily.
• Regular and predictable attendance is an essential function of the job.

The base hourly range for this position in the selected city is $39.42 - $47.31 hourly. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to…