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:

The objective of this role is to provide professional and timely support for a wide range of Technology, software, and conference systems within a global organization. The role requires excellent technical and interpersonal skills as well as a commitment to supporting our team values:  Being of service to our clients; having a passion for our work; exemplifying integrity in all that we do and acting with courage by doing the right thing for our clients and business.

The role requires interpersonal skills to complement their technical knowledge and skills, someone who can empathize with the client’s perspective and simplify technical information, a sense of urgency and a strong desire to provide outstanding service

The service provided is high visibility front line and remote support end user support at our offices or via hybrid working but may also cover other locations and offices as required.

How you'll CREATE:

• Provide support by diagnosing and solving hardware or software faults and troubleshooting technology issues

• Talking clients through a series of actions, either face-to-face, via telephone or via remote support tools, to help resolve issues or configure systems

• Install and configure computer and VC hardware and software

• Support the roll-out of new applications, tools, and services

• Work with and provide support to other Global Tech and local IT teams

• Video conferencing maintenance, setup, and support

• Engage with vendor support as required

• Follow standard procedures and written instructions to repair faults or set up computer systems and VC equipment

• Maintain and update support information and actions in the Tech Ticketing system, including procedural documentation, knowledgebase updates and relevant reports

• Moves and Changes: Ad hoc and Planned relocations of IT equipment

• The ongoing update of additions, deletions, and movement of IT equipment asset registers for Hardware and Mobile Devices.

• Ability to work cross functional with the Global Service Desk team to help provide support and mentoring when needed.

• To carry out any other reasonable instruction as directed by the Support Tech Manager.

Bring your VIBE:

• 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 

• Strong knowledge of Windows operating systems and Microsoft Office Suite of products

• Building and Configuring Computers using Microsoft SCCM/InTune/JAMF

• Strong Mac and PC hardware troubleshooting and deployment skills

• Strong software application installation/troubleshooting skills

• Familiarity with installing and supporting various third-party software

• Understanding of basic networking and network troubleshooting

• Familiarity with AV and video conferencing standards, practices, and technology

• Working knowledge of ServiceNow

• Respond within agreed time limits to incidents and service requests

• Work continuously on a task until completion (or escalating to another group where appropriate)

• Manage multiple cases with changing priorities

• Establish a good working relationship with customers and colleagues within Global Tech

• Represent Global Technology with professionalism always demonstrating Global Technologies values

• Strong oral and written communication skills

• Comfortable working with both PC and Mac platforms across a variety of operating systems

• Minimum 2 years' experience supporting multiple operating systems in a Microsoft Active Directory/0365 environment (medium to large office)

• Previous experience of supporting Apple hardware and software including JAMF, MacBook, iMac, iPad, iPhone, Mac OS, iOS)

• Previously worked as part of a team, collaborating effectively with colleagues and team members across IT

Perks Playlist:

Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

• Comprehensive medical, dental, and vision coverage

• Including 100% coverage for out-patient in-network mental health services

• Fertility coverage for eligible medical plan participants

• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)

• Student Loan Repayment Assistance and Tuition Reimbursement

• 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution

A variety of ways to prioritize much-needed time away from work including:

• Flexible Paid Time Off (PTO) for exempt employees

• 3-weeks PTO for non-exempt employees

• 2-weeks paid Winter Break

• 10 Company Holidays (including Juneteenth and Wellbeing Day)

• Summer Fridays (between Memorial Day and Labor Day)

• Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category:

Salary Range:

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.  All candidates are encouraged to apply.