Executive Support Technician

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
 

How you'll LEAD:

Universal Music Group is seeking a talented Executive Support Technician to join our Global Technology team.  The role is a high visibility front line concierge and will support our most senior executives by offering both office and in-home support on a wide range of AV & IT equipment, software and conference systems.  The ideal candidate will have excellent technical and interpersonal skills as well as a commitment to find a solution.

How you'll CREATE:

• Primary contact responsible for the support of senior executives and VIP clients
• Develop meaningful, trust based relationships with executives and their support staff to proactively address their needs and provide reliable, high quality IT support.
• Able to provide remote support for executives travelling and be flexible with support hours
• Ensures day-to-day conference rooms and vendor operations are to standard with all ongoing AV project with maintenance, set-up, and support, including managing database for AV installs and ensures information is up-to-date and accurate for rooms in the regional area
• Prioritizes and manages the VIP support queue in ServiceNow and provides weekly reporting to tech leadership
• Will diagnose and solve hardware / software faults and troubleshooting technology issues
• When required, can support the larger tech support team at our walk-up service bar
• Work with and provide support to engineering teams
• Maintain and update support information and actions in the IT Ticketing system, including procedural documentation, knowledgebase updates and relevant reports
• Primary contact responsible for all executive Video Conferencing devices/units
  • Which includes:
    • Software/Hardware upgrades
    • Testing of new devices
    • Full support for all Exec meetings - both internal and external
    • Troubleshooting and escalation of issues
• Works closely with other Executive Support team members
• Work closely with Video Leads/Vendors
• Other duties assigned as needed

Bring your VIBE:

• Must have prior experience working with, and supporting senior executives
• Ability to manage multiple clients priorities, coordinate activities and manage expectations
• Excellent time management skills
• Strong interpersonal skills and the ability to work effectively across all levels of the organization and handle each request with discretion, tact, diplomacy and patience
• Strong analytical / technical problem solving and troubleshooting skills across the wide range of technology 
• Expert knowledge of Windows 10 and Microsoft Office Suite of products
• Strong standard AV technology and tools (Crestron, Logi, Polycom) support
• Strong Mac and PC hardware troubleshooting and deployment skills
• Strong Android/iOS mobility support
• Strong software application installation/troubleshooting skills
• Familiarity with installing and supporting various third party software
• Understanding of basic networking and network troubleshooting
• Working knowledge of ServiceNow
• Work continuously on a task until completion (or escalating to another group where appropriate)
• Manage multiple cases with changing priorities
• Strong oral and written communication skills
• Ability to work night, weekends and travel to off-site locations
• Coordinate and adjust work hours in partnership with the executive support team member to accommodate executive schedules, including early morning, evenings and weekends as needed
• The ideal candidate will be an excellent team player, able to assist their colleagues, and be able to contribute to overall team goals, whilst also being comfortable and able to remain productive when working alone

Experience:

• Minimum 5+ years’ experience with supporting equipment: Avixa, Biamp, Cisco, Crestron, DTEN, Extron, Logitech, Neat, Polycom, Tandberg, etc. preferred
• Minimum 5+ years’ experience supporting IT solutions with experience in the entertainment or creative company preferred
• Experience in working with both PC and Mac platforms across a variety of operating sy