Analyst, Techline

NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, NBC Sports, Telemundo, NBC Local Stations, Bravo, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through our powerhouse film and television studios, including Universal Pictures, DreamWorks Animation, and Focus Features, and the four global television studios under the Universal Studio Group banner, and operate industry-leading theme parks and experiences around the world through Universal Destinations & Experiences, including Universal Orlando Resort, home to Universal Epic Universe, and Universal Studios Hollywood. NBCUniversal is a subsidiary of Comcast Corporation. Visit www.nbcuniversal.com for more information.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

The TechLine Analyst role is an exciting opportunity to be a part of the NBCU Global Service Desk, branded as TechLine.

Being the first point of contact for NBCU employees and partners requiring IT support, the Analyst will resolve a high percentage of issues at first contact. This role demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded.

The TechLine Analyst role is a technical role requiring knowledge of the core NBCU IT landscape. Analysts should be self-starters, excited about technology and able to find answers to resolve complex technical issues.

Responsibilities

• Provide support to customers via phone, live chat, and working tickets in a high-volume environment.
• Break Fix support of IT issues
• Fulfill or triage customer requests. 
• Deliver exceptional customer service.
• Understand Team targets and deliver to them.
• Identify process improvement opportunities and feedback to the management team.
• Collaborate where required on service improvement plans and operational projects.

Requirements

• 3+ years of relevant experience in IT Support, and experience with common technologies including Windows, Mac OSX, Office 365, Active Directory, mobile, etc.
• Relevant experience in performing and managing clearly defined SLA targets.
• Awareness of ITIL fundamentals.
• Passionate about technology.
• An environment suitable for working from home full-time (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection).

Desired Characteristics

• Someone who genuinely puts their customer first.
• A team player who acts in the interest of all.
• A passionate and motivated individual.
• Someone with a flexible schedule that can cover later shifts, weekends or holidays when needed.

Additional Requirements

• Fully Remote: This position has been designated as fully remote, meaning that the position is expected to contribute from a non-NBCUniversal worksite, most commonly an employee’s residence.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $62,000 - $70,000

As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. 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. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations by emailing [email protected].

For LA County and City Residents Only:  NBCUniversal will consider for employment  qualified applicants with criminal histories, or arrest or conviction records, in a manner  consistent with relevant legal requirements, including the City of Los Angeles' Fair Chance Initiative For Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, where applicable.

3+ years IT support experience; proficiency with Windows, Mac OSX, Office 365, Active Directory, mobile; SLA management; ITIL awareness; suitable home office environment; flexible schedule for later shifts, weekends, holidays.

Key Responsibilities

• providing IT support
• resolving technical issues
• managing service tickets

Skills & Tools

Windows, Mac OSX, Office 365, Active Directory

Job Details

• Category: Information Technology
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — New York City, New York, United States
• Salary: USD 62,000 – 70,000 / year
• Languages: English

Benefits

• Generous paid time off
• Tuition reimbursement
• Retirement plan

About NBCUniversal

A leading media and entertainment company creating and distributing content across film, television, streaming, and theme parks. — Industry: Media and Communications