Senior Technician, Deskside Support

Job Description

The objective of this role is to provide professional and timely support for a wide range of Technology, software, and conference systems within a global organization. The role requires excellent technical and interpersonal skills as well as a commitment to supporting our team values: Being of service to our clients; having a passion for our work; exemplifying integrity in all that we do and acting with courage by doing the right thing for our clients and business.

The role requires interpersonal skills to complement the technical knowledge and skills required, someone who can empathize with the client's perspective and simplify technical information, a sense of urgency and a strong desire to provide outstanding service. An elevated Level of Technical expertise is required for the role; this should be demonstrated by certification or equivalent experience in a similar environment.

The service provided is high visibility front line and remote support end user support at our offices or via hybrid working but may also cover other locations and office as required.

How you'll CREATE:
• Provide support by diagnosing and solving hardware or software faults and troubleshooting technology issues
• Talking clients through a series of actions, either face-to-face, via telephone or via remote support tools, to help resolve issues or configure systems
• Install and configure computer and VC hardware and software
• Support the roll-out of new applications, tools, and services
• Work with and provide support to other Global Tech and local Tech teams
• Video conferencing maintenance, setup, and support
• Engage with vendor support as required
• Follow standard procedures and written instructions to repair faults or set up computer systems and VC equipment
• Maintain and update support information and actions in the Tech Ticketing system, including procedural documentation, knowledgebase updates and relevant reports
• Moves and Changes: Ad hoc and Planned relocations of Tech related equipment
• The ongoing update of additions, deletions, and movement of Tech related equipment asset registers for Hardware and Mobile Devices.
• To carry out any other reasonable instruction as directed by the Support Tech Manager

Bring your VIBE:
• Strong interpersonal skills and the ability to work effectively across all levels of the organization and handle each request with discretion, tact, diplomacy, and patience
• Expert analytical / technical problem solving and troubleshooting skills across the wide range of technology
• Expert knowledge of Windows 10 and Microsoft Office Suite of products
• Building and Configuring Computers using Microsoft SCCM/InTune/JAMF
• Expert Mac and PC hardware troubleshooting and deployment skills
• Expert software application installation/troubleshooting skills
• Familiarity with installing and supporting various third-party software
• Understanding of basic networking and network troubleshooting
• Familiarity with AV and video conferencing standards, practices, and technology
• Working knowledge of ServiceNow
• Respond within agreed time limits to incidents and service requests
• Work continuously on a task until completion (or escalating to another group where appropriate)
• Manage multiple cases with changing priorities
• Establish a good working relationship with customers and colleagues within Global Tech
• Represent Global Technology with professionalism and always demonstrating Global Technologies values
• Strong oral and written communication skills
• Comfortable working with both PC and Mac platforms across a variety of operating systems
• Minimum 5 years' experience supporting multiple operating systems a Microsoft Active Directory/0365 environment (medium to large office)
• Previous experience of supporting Apple hardware and software (JAMF, MacBook, iPad, iPhone, Mac OS, iOS)
• Previously worked as part of a team, collaborating effectively with colleagues and team members across IT

Perks Playlist:
• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options, as well as:
• 100% coverage for out-patient mental health services
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• A lifetime fertility support allowance of $30,000 to plan participants
• Student Loan Repayment Assistance and Tuition Reimbursement
• 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
• • Variety of ways to prioritize much-needed time away from work including:
• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Paid Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

All UMG employees are currently required to be fully vaccinated against COVID-19 or provide proof of a negative PCR or Antigen test before entering any Company offices unless they have been approved for an exemption or unless prohibited by applicable law.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer.

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Job Category:
Technology

Salary Range:
$66,348 - $110,440

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. All candidates are encouraged to apply.

Jobcode: Reference SBJ-d2vwn5-3-139-81-58-42 in your application.