Analyst, TechEx

Job Description

The Technology Experience (Tech Ex) Analyst role is an exciting opportunity to be a part of the NBCU Global Support Team and will be based at NBCUniversal New York office, 30 Rock.

The role is 1st/2nd line desk side support break and fix. It demands a high level of customer service to ensure that customer satisfaction targets are both maintained and exceeded. This is a technical role requiring expert knowledge of the core Microsoft O365 products as well as experience in laptop/desktop/Mac and Mobile. This position would suit self‑staters excited about technology and able to find answers to resolve complex technical issues.

This role reports into the Tech Ex NY Management. While operating as the single representative for Technology Experience, the successful candidate will have local colleagues supporting other elements of the broadcast technologies within the locale.

• 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.
• Understand Team targets and deliver to them.
• Identify process improvement opportunities and provide feedback to the management team.
• Collaborate where required on service improvement plans and operational projects.

Requirements:

• Experience with common technologies including Windows, Mac OS X, Office 365, Active Directory, mobile, etc.
• Awareness of ITIL fundamentals.
• Relevant experience in performing and managing clearly defined SLA targets.

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:

• Required On‑Site:
  This position is required to be performed full‑time from an NBCUniversal‑designated worksite.

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 - $80,000

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 and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to Ac