The TechEx team forms part of the IT Workplace Operations Team and the role will require a high-level customer focus, technical flexibility and agility. The role also requires flexibility around operational hours as well as supporting multiple locations in Southeast Asia and ANZ.
- Provide 1st & 2nd line desk side support services to NBCUniversal International on all supported technologies including Windows & Mac hardware and various mobile technologies.
- Identify and deliver Service Improvements aligned to the company’s goals by prioritizing technology initiatives and supporting the evaluation, deployment, and management of current and future technologies.
- Good understanding of mobile technologies such as iPhone/iPad, Blackberry, Android & Windows Mobile running various OS levels.
- Provide support to the infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults.
- Work closely with all IT groups to resolve incidents / requests and ensure impact to customers is kept to a minimum.
- Ensure adherence to all NBCU international policies, processes and procedures as well as support continual service improvement activity where appropriate.
- Assist with product evaluation and the introduction of new technologies into operational support.
KEY RESPONSIBILITIES
Customer skills are equally as important as technical skills, combining both to ensure delivery of a world-class service. Effectively manage Incidents and Requests, ensuring customers are kept informed of progress and escalating where necessary.
Main Areas of Activity
- Effectively resolve Workplace Technology Service Incidents and Requests keeping the customer always updated on progress and within SLAs guidelines.
- Follow request management process and governance.
- Take ownership of documentation regarding support issues and requests and ensure that this is accurate and maintained.
- Ensure all relevant security & management tools are operational and exceptions are managed.
- Meet all IT Asset Management process requirements in accordance with NBCU policy.
- General maintenance of all IT equipment including PC’s, Macs, Mobile Devices, Printers, Photocopiers, VOIP telephones and other hardware and software as required.
- Collaborate with International, US and local IT teams and Core NBCU business units as required.
Other Responsibilities
- Ensure all relevant IT equipment is encrypted in alignment with NBCU Policy.
- Undertake deployment refresh of IT equipment in alignment with the Asset Management NBCU International Policy.
- Ensure seamless data transferred between devices.
- Ensuring that any operational risks are reported and remediated in line with the agreed action plans.
- Manage IT Consumables in accordance with the corporate guidelines.
- Regular site visits to satellite offices to provide proactive IT support.
