Job Description
The TechEx team forms part of the IT Workplace Operations Team and the role will require a high-level customer focus, technical flexibility and agility.
The role also requires flexibility around operational hours as well as supporting multiple locations in Southeast Asia and ANZ.
Provide 1st & 2nd line desk side support services to NBCUniversal International on all supported technologies including Windows & Mac hardware and various mobile technologies.
Identify and deliver Service Improvements aligned to the company's goals by prioritizing technology initiatives and supporting the evaluation, deployment, and management of current and future technologies.
Good understanding of mobile technologies such as iPhone / iPad, Blackberry, Android & Windows Mobile running various OS levels.
Provide support to the infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults.
Work closely with all IT groups to resolve incidents / requests and ensure impact to customers is kept to a minimum.
Ensure adherence to all NBCU international policies, processes and procedures as well as support continual service improvement activity where appropriate.
Assist with product evaluation and the introduction of new technologies into operational support.
KEY RESPONSIBILITIES
Customer skills are equally as important as technical skills, combining both to ensure delivery of a world-class service.
Effectively manage Incidents and Requests, ensuring customers are kept informed of progress and escalating where necessary.
Main Areas of Activity
Effectively resolve Workplace Technology Service Incidents and Requests keeping the customer always updated on progress and within SLAs guidelines.
Follow request management process and governance.
Take ownership of documentation regarding support issues and requests and ensure that this is accurate and maintained.
Ensure all relevant security & management tools are operational and exceptions are managed.
Meet all IT Asset Management process requirements in accordance with NBCU policy.
General maintenance of all IT equipment including PCs, Macs, Mobile Devices, Printers, Photocopiers, VOIP telephones and other hardware and software as required.
Collaborate with International, US and local IT teams and Core NBCU business units as required.
Ensure all relevant IT equipment is encrypted in alignment with NBCU Policy.
Undertake deployment refresh of IT equipment in alignment with the Asset Management NBCU International Policy.
Ensure seamless data transfer between devices.
Ensuring that any operational risks are reported and remediated in line with the agreed action plans.
Manage IT Consumables in accordance with the corporate guidelines.
Regular site visits to satellite offices to provide proactive IT support.
Qualifications
Key skills and Behaviours
ITIL v3 Foundation Certification
Ability in managing Incidents and requests in a Windows and Mac Environment.
Demonstrated experience supporting systems running Windows & Mac OSX.
Demonstrated experience setting up and supporting mobile devices such as Apple iPhone / iPad, Blackberry, Android and Windows phones.
Demonstrated experience with the Microsoft Office products for both Windows and Mac.
Excellent oral and written communication skills.
Strong customer focus and delivery.
Robust analytical and troubleshooting skills.
Object management in Microsoft Active Directory.
Anti-virus protection solutions.
Positive attitude in a busy and pressured technical environment.
Desirable Skills
Experience of working in an ITIL compliant corporate environment.
Previous experience of working in a Media organisation.
Understanding of CISCO networking equipment and network configuration.
Previous experience of working with IP Telephony.
REQUIREMENTS
Eligibility to work in Australia.
Additional Information
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 as a result of your disability.
You can request reasonable accommodations by emailing.
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