TechEx Team Lead

Overview

The TechEx team forms part of the IT Workplace Operations Team and the role will require a high-level of customer focus technical flexibility and agility. This role will be taking the lead in any IT related projects work closely with business stakeholders.

• Acting Team lead for the EMEA contractors/FTEs.
• Take the lead for any IT projects that will be implemented in the EMEA region.
• Provide technical guidance and training to the TechEx Engineer ensuring their skills and knowledge are continuously developed.
• Serve as a subject matter expert for IT support tools systems and processes.
• Establish and maintain strong relationships with vendors serving as the primary point of contact.
• Provide 1st & 2nd line desk side support services to NBCUniversal International and ensure timely resolution of support requests and incidents to the employees located in the Netherlands and EMEA region.
• Provide advanced technical support and troubleshooting expertise to resolve complex issues.
• Collaborate with other IT teams and external vendors to escalate and resolve critical incidents.
• Identify and deliver Service Improvements aligned to the companys goals by prioritising technology initiatives and supporting the evaluation deployment and management of current and future technologies.
• Provide support to the infrastructure teams where necessary for remote hands and eyes to assist in the resolution of technical faults.
• 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.

• Allocate resources effectively to ensure timely resolution of support requests and incidents.
• Follow request management process and governance.
• Interact with end-users and stakeholders to understand their needs address concerns and provide timely updates on support requests.
• 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 PCs 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.
• Stay up-to-date with the latest industry trends technologies and best practices related to IT support.

Other Responsibilities

• Ensure all relevant IT equipment is in alignment with NBCU Policy.
• Undertake deployment refresh of IT equipment in alignment with the Asset Management NBCU International Policy.
• Ensure seamless data transfer 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.

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Qualifications :

Key Skills and Behaviours

• MBO ICT education level.
• ITIL v3 Foundation Certification.
• Demonstrated ability in managing Incidents and requests in a Windows and Mac Environment.
• Demonstrated experience supporting systems running Windows & Mac OSX.
• Demonstrated experience setting up and supporting mobile devices such as Apple iPhone/iPad Blackberry Android and Windows phones.
• Demonstrated experience with the Microsoft Office products for both Windows and Mac.
• Excellent English oral and written communication skills.
• Strong customer focus and delivery.
• Robust analytical and troubleshooting skills.
• Object management Microsoft Active Directory.
• Anti-virus protection solutions.
• Positive attitude in a busy and pressured technical environment.

Desirable Skills

• Experience of working in an ITIL compliant corporate environment.
• Previous experience of working in a media organisation.
• Understanding of CISCO networking equipment and network configuration.
• Previous experience of working with IP Telephony.

The responsibilities associated with this position are not limited to the above description and may be modified at any time by the company.

Additional Information :

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. NBCUniversals 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

Remote Work :

No

Employment Type :

Full-time