Sr. VNOC Operations Analyst

Company Description

At NBCUniversal, we believe in the talent of our people. It’s our passion and commitment to excellence that drives NBCU’s vast portfolio of brands to succeed. From broadcast and cable networks, news and sports platforms, to film, world-renowned theme parks and a diverse suite of digital properties, we take pride in all that we do and all that we represent. It’s what makes us uniquely NBCU. Here you can create the extraordinary. Join us.

Job Description

The Senior Virtual Network Operations Center (VNOC) Analyst is responsible for supporting the day-to-day operations of the global Collaboration infrastructure ensuring quality and timely support of A/V systems throughout NBCU. The position reports to the Manager of VNOC Operations and will serve as the front line (L1) support across all NBCUniversal conference room technology and will be the first line of dispatch to L2 resources when needed.

The Senior VNOC Analyst will work closely with internal technology teams to understand processes and procedures while understanding the technology stack to support end-user environment.  The primary position responsibility is A/V end-user support and quickly responding to requests for technical assistance via multiple inputs/channels including in person, phone, and electronically via remote access platforms to meet established SLA's. 

The Senior VNOC Analyst will be expected to follow standard A/V operating procedures; accurately resolve and document Incidents and Requests using ticket tracking software.  This Senior Analyst must have the insight to recognize, identify and escalate situations requiring urgent attention and redirect problems to appropriate technical resources.

This Senior Analyst role will serve as a subject matter expert regarding the overall NBCUniversal video conferencing support and telemetry systems. This team member will serve as a source of escalation for technical issues that impact ongoing meetings and will be responsible for the resolution of hardware and network alarms for conference rooms and meeting spaces globally.

REQUIREMENTS:

• Exceptional knowledge of Microsoft Teams, Tandberg, Cisco TMS and VCS, SX series codecs and Telepresence, VOIP, SIP, H323, Creston, Polycom Endpoints (HDX/VVX/RMX), AMX and AV cloud collaboration solutions.
• Configure, support, troubleshoot and resolve issues associated with Audio Visual hardware and software.
• Networking.
• Strong knowledge of A/V signal flow.
• Proven attention to details and follow-up.
• Strong written and verbal communication skills, documentation is a must.
• Knowledge of how to use electrical and electronic diagnostic tools.
• Experience with Microsoft Teams and Cloud Video Interop solutions.
• Experience with room/desk booking solutions (Condeco, iOffice).
• Computer Skills: MS Office, Outlook, Visio, etc.
• 8+ years of Call Center or Internal Support experience.
• 5+ years of Team Leader experience.
• 5+ years of UX or equivalent experience.
• Ability to read and understand signal and network diagrams.
• Audio Visual system design knowledge base.
• Audio Visual design build process experience.
• Software Development Lifecycle knowledge.
• Internal Operations experience.
• Continental Operations experience.
• Global Operations experience.
• Master’s degree in computer-related field preferred or equivalent years of experience.
• 7+ years of Endpoint Admin Experience (Proprietary, Cisco Control Hub, LogiSync, Microsoft XIO, etc).
• 8+ years of live event support experience.
• 8+ years of Video Teleconferencing (VTC) experience.

Qualifications

• Ability to execute within a fast-paced agile process.
• High attention to detail while balancing multiple issues.
• Promotes an organizational climate that energizes, motivates, and facilitates teamwork.
• Customer Service Skills.
• Multitasking Ability.
• Certified Technology Specialist (CTS) Certification.
• CTS-I Certification.
• CTS-D Certification.
• Crestron Core Track Certification(s).
• Dante Certification Level 1.
• Dante Certification Level 2.
• Digital Media Certificates.
• Security+ Certification.
• ITIL Certification.
• Certified Scrum Master.
• Certified Product Owner. 

Salary Range: $90,000 to $110,000

Additional Information

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 bas