Operations and Support Specialist

Job Description

About Netflix

Our Team

Being on our IT team at Netflix means more than being a technology expert. It also means being passionate about service to others. The N-Tech Site Ops & Support team is responsible for thousands of systems globally, ensuring our workforce has the best tools and equipment needed to stay highly productive. We seize opportunities to innovate in Netflix's unique fast-paced environment and spark joyful experiences with technology. Our teams are the first line of support and experts for all employee and studio technology platforms and services throughout the company.

We are searching for a smart, motivated, customer-centric team member to take on the role of N-Tech Site Ops & Support Specialist to provide exceptional on-site support for our internal partners and our external production contractors. The position will focus on facility management as well as represent our product offerings on behalf of N-Tech. This position will be based out of our Los Angeles location with frequent travel to Albuquerque as travel becomes safe.

This position will manage and maintain technology services at our facilities under long term MLA's (Master Lease Agreement) as well as any Netflix owned properties. It will partner directly with our Studio Infrastructure team acting as a point person for technical buildouts, support requests, or general inquiries. For service efficiency, the role can assume collateral duties pertaining to our technology deployment, including hardware/software deployment and asset storage and recovery logistics, as well as act as tier 1 support for our studio support partners with crossover to our corporate function.

Responsibilities include, but are not limited to:
• Day-to-Day management of our studio site technical health and operations
• Technical support during project deployments specific to the facility
• Oversight of IT and hardware managed service providers
• Oversight of LV and infrastructure vendors
• Information tracking, as it pertains to ancillary charges and overhead budgets
• Technical support for events, corporate meetings, and special internal projects
• Maintenance of NFLX Experience technical standard
• Handle onboarding/off-boarding logistics for NFLX and 3rd party productions
• Innovate on technical solutions to support user need
• Dedicated studio hours/on call 24/7
• Tier 1 troubleshooting and break/fix such as:
• Software/Hardware troubleshooting
• Support employee technology lifecycle
• Deskside visit for physical troubleshooting
• Knowledge of best practices around data security
• Supporting cloud and SaaS applications
• A/V and Video Conferencing Troubleshooting
• Networking
• VOIP/Telecom

About you
• Ability to read customers and make great judgment calls
• Patience and a desire to provide world-class customer service
• Flexible and inclusive interpersonal and communication skills
• Provide thoughtful recommendations and the ability to share a differing perspective to challenge the status quo
• Ability to utilize root cause analysis to identify problems from symptoms and implement solutions inclusively with team and business partners
• Strategic technical and business thinking, taking calculated risks, and able to pivot quickly
• Resilient in learning from mistakes and applying lessons quickly to new situations
• Skilled in discerning between the need for leading and following, great self-awareness in strengths and weaknesses
• Experience in technical facility management, creative technology support, or physical production, preferably from a studio
• Intimate knowledge of troubleshooting general IT, Network infrastructure, AV systems
• Familiarity in asset tracking, management, and deployment
• Proven ability to work independently with minimal supervision; must be a self-motivated self-starter that can initiate and execute ideas
• Reliability and consistency
• Excellent interpersonal and communication skills
• Ability to learn new technologies quickly and with minimal guidance
• Thrives on technical challenges and takes pride in solving them
• Strategic thinking both technically and business-wise
• Strong ability to dive into the unknown and create clarity amidst chaos
• Flexible amid an ever-changing and growing environment
• Capable of following and composing process and procedure documentation, training users in complex topics, and interacting positively with upper management

At Netflix, we are committed to diversity, equity, and inclusion. We want to share with you that we are mindful of limited access to resources and opportunities that come with systemic disadvantages. So if you align strongly with our values and have transferable experiences, we encourage you to apply.

Jobcode: Reference SBJ-g3962n-18-117-142-128-42 in your application.