About
Job Description
Responsibilities
Responsible for helping NBC Universal's employees, contractors and interns get the most out of their technology by maintaining customers trust, creating memorable client experiences and delivering outstanding customer service. More than just a 'help desk,' NBC Universal's TechBars will be a top destination for walk up IT support in our 30 Rockefeller Plaza building and offers a fast paced and fun environment, providing troubleshooting, IT/mobile support and technology education to our diverse clientele. Our focus is on 'fixing our client's day,' solving their problems and getting them back to work in a timely manner.
Core Responsibilities
* Evaluates, prioritizes and addresses service incidents and requests brought to us by our clients
* Approaches issues with a solutions-oriented focus, identifying road blocks and innovating new support strategies to get around them, reflecting a 'can-do' attitude.
* Consults with clients in addressing problems, collaborating with them (as well as teammates and other teams) to form solutions. Maintains an exceptional level of communication with clients from start to finish.
* Serves as a technology consultant to our clients, providing needs-based recommendations for their hardware and software buying decisions.
* Communicates with clients in easy to understand terms, avoiding tech 'jargon.'
* Assist with BAU operations and administration of Tech Bar functions, including but not limited to inventory stocking and management, equipment ordering, loaner preparation and organization.
* Educates clients on the use of their technology and well as upcoming technology offerings.- Collaborates with teammates, sharing IT knowledge and experience and assisting in their growth as IT professionals.
* Liaisons other IT teams, gaining a deeper understanding of their form and function.
* Assists with the operation and administration of every day TechBar functions, including
* Documents all client interactions with an impeccable degree of accuracy and completeness.
* Regular, consistent and punctual attendance. Must be able to work variable schedule(s) and overtime as necessary.
* Other duties and responsibilities as assigned.
Qualifications/Requirements
Impeccable people skills and a knack for problem solving
Ability to maintain composure and customer focus while troubleshooting and resolving IT problems and servicing requests
Excellent time management skills and ability to "read the room"
Generally requires 3 to 5 years related experience
Experience troubleshooting VPN software and remote connection methods (VPN, IE, RDP) " Proficient with Microsoft Windows 7, 10, MAC and newer operating system required
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, 10 and O365 suite
Education Level
Associate's Degree or Equivalent
Desired Characteristics
Media and Entertainment industry experience
Understanding of script solutions and automation.
Mission critical support environment experience
Strong knowledge of mobile technologies
Knowledge of cloud technologies
Certifications
PC/Mac certifications