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Technical Support Analyst
NBC Universal
Universal City, CA, United States
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About Us
NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.
Responsibilities
Why NBCU Client Services?
We take our business seriously, but do not take ourselves too seriously…and we walk the talk.
We take pride in our dynamic culture and customer focus.
We are the face of Technology.
What you will do:
You will be a valuable problem-solver as part of a collaborative deskside support team aligned with the NBCUniversal Cable business. You will support the technology needs of end-users, including fulfillment of computer and mobile device related questions, to enable successful operation of the overall NBCUniversal Cable business. Specifically, you will:
Provide end user workplace support including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals.
Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, etc.
Brainstorm workplace solutions where standard offerings are not available and collaborate with team to create a proposal.
Conduct PC refresh pre-site surveys to identify requirements for any hardware or software procurement
Assist with office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Director.
Be the Subject Matter Expert until ticket is closed
Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting
Assist with troubleshooting by partnering with other IT teams across the organization (Business Technology, Infrastructure, etc.)
Study and innovate new workplace technologies and attend/recommend training.
Provide feedback from end users to management.
Share/blog issues/resolutions with other CS teams and enterprise teams as needed.
Maintain understanding and provide soft support of BTG systems used by business and owned by the BTG team
Additional duties as assigned
Qualifications/Requirements
What we are looking for:
Minimum 2 years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment
Proven knowledge of LAN/WAN protocols and configuration requirements
Proven hands-on experience with Windows 7 and Mac OS
Experience troubleshooting iPhone/iPad, Android, Windows Mobile and Blackberry operating systems
Desired Characteristics
We hire people that believe in what we believe.
Integrity: Do the right thing and treat people right
Creativity: The environment and resources to dream new dreams
Teamwork: We're smarter and more dynamic together
Pioneering Spirit: The drive to invent the future
Ownership: Act like an owner, not a renter
Satisfy Your Career Cravings
Special assignments include travel opportunities to provide technical support for various, exclusive events including Red Carpet shows in Los Angeles, Sports events including the Olympics, TV Upfronts in New York City and more!
Internal NBCU access to network with over 1,000 Technologists to learn from and pay it forward
Access to technical and soft skill trainings both in person and on-demand
Opportunity to participate in NBCU Employee Resource Groups and internal networks
Recreational facilities exclusively offered to NBCU Employees, depending on work location
Robust benefits plan and employee perks
Successful Analysts have the opportunity to be promoted into Lead Analysts, Managers, Directors, and beyond.
Grow in the NBCUniversal family and have access to careers across our brand, both throughout the US and Internationally