NBCUniversal
TechEx Operations Analyst (IT Support)
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TechEx Operations Analyst (IT Support)
Company Description
NBCUniversal is one of the world's leading media and entertainment companies. We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our global theme park destinations, consumer products, and experiences. We own and operate leading entertainment and news brands, including:
- NBC
- NBC News
- NBC Sports
- Telemundo
- NBC Local Stations
- Bravo
- Peacock (our premium ad-supported streaming service)
We produce and distribute premier filmed entertainment and programming through studios like:
- Universal Pictures
- DreamWorks Animation
- Focus Features
- Universal Studio Group (four global TV studios)
- Universal Destinations & Experiences
This includes world-famous theme parks like Universal Orlando Resort (home to Universal Epic Universe) and Universal Studios Hollywood.
NBCUniversal is a subsidiary of Comcast Corporation.
Our mission is rooted in improving communities where our employees, customers, and audiences live and work. We foster an inclusive culture and aim to create content reflecting our diverse world.
Job Description
Overview
The TechEx Analyst provides high-quality IT support across NBCUniversal through multiple channels, including TechBar, online, phone, chat, remote, and in-person services. Acting as a primary end-user contact, this role delivers hands-on support for desktop, mobile, and enterprise systems, ensuring issues are resolved efficiently with a customer-first approach.
The position thrives in a fast-paced environment, requiring a proactive, ownership-led approach. The Analyst takes full responsibility for incidents from diagnosis to resolution, collaborating with internal teams and third parties as needed. Beyond core support duties, the role involves smart hands assistance for infrastructure and network teams.
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Key Responsibilities
- Provide hands-on IT support for hardware, software, and enterprise systems across business units via:
- TechBar (walk-up support)
- Online platforms
- Phone
- Chat (remote/audio)
- In-person engagements
- Deliver consistent customer-focused support across all TechEx service channels, including senior stakeholders and executives.
- Take end-to-end ownership of incidents and service requests, ensuring resolutions align with SLA expectations.
- Act as first point of contact for users, ensuring professional, high-quality support at all organizational levels.
- Diagnose and resolve technical issues across:
- Windows, macOS, mobile devices
- Microsoft 365 environments
- Meeting rooms and collaboration tools
- Collaborate with internal resolver teams (e.g., infrastructure, network groups) to troubleshoot complex issues.
- Provide smart hands support for third-party vendors and on-site technical activities.
- Proactively identify recurring issues and improvement opportunities, addressing them or escalating to the TechEx roadmap.
- Adhere to ServiceNow best practices, ensuring:
- Accurate ticketing
- Data quality
- Process compliance
- Contribute to service management evolution, including:
- Automation adoption
- AI-driven enhancements
- Balance reactive support with planned activities and workload prioritization.
- Document incidents, requests, and resolutions in service management tools.
- Support the assigned primary site, with flexibility for travel to other company locations as required (e.g., site support, training, town halls, business events, key initiatives).
Qualifications
Experience
- Minimum 3+ years providing IT support in a client-facing role, supporting all user levels in a medium-to-large enterprise environment.
- Hands-on experience in:
- Windows, macOS, iOS troubleshooting
- Microsoft 365 ecosystem (eg: admin/user support for core services)
- Proven ServiceNow experience in an SLA-driven environment, focused on:
- Ticket management
- Process adherence
- Practical knowledge of:
- Active Directory/Azure AD (user/access management)
- Endpoint management tools (e.g., Microsoft Intune or Apple DEP)
- Remote/on-site support via phone, chat, and virtual tools
- Solid networking fundamentals:
- TCP/IP, DNS, LAN/WAN troubleshooting
- End-user hardware (desktops, laptops, mobile devices, peripherals)
- Meeting room and AV technologies:
- Support for Microsoft Teams Rooms, Cisco, Crestron, or similar platforms
- Comfort in structured, process-driven environments with knowledge of:
- Service management, governance
- Change control
- Preference for experience within customer-facing sectors (e.g., media, hospitality, theme parks).
- Nexthink or similar digital experience monitoring exposure.
- Euro CSIs (Continuous Service Improvements) practice familiarity.
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Requirements
- Ability to work in the EU without restrictions.
- Willingness to travel to other company sites for operational needs, training, town halls, and events.
Additional Information
- This role may require an in-person interview with a NBCUniversal employee for external candidates.
- Diversity Commitment: NBCUniversal provides equal employment opportunities, including protection under laws for:
- Race, color, religion, gender, age, national origin, disability, sexual orientation, veteran status, and more.
- Accommodation Requests:
- Individuals with disabilities or disabled veterans requiring recruitment support may contact: [email protected].
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