TechEx Team Analyst

NBC Universal; Madrid; Presencial; EUR 40.000 - 50.000; Jornada completa

Descripción de la vacante

A leading media and entertainment company in Madrid is seeking an IT support professional. The role requires providing high-level customer support and technical troubleshooting across technologies including Windows and Mac. Candidates must possess ITIL certification and demonstrate experience with mobile devices. This position involves close collaboration with cross-functional IT teams and adherence to company policies to ensure operational excellence. Excellent communication and analytical skills are essential.

Formación

• ITIL v3 Foundation Certification is required.
• Experience in managing incidents in Windows/Mac environments.
• Support systems running on Windows and Mac OSX.
• Experience with mobile devices such as iPhone/iPad and Android.

Responsabilidades

• Provide 1st & 2nd line support to all technologies including Windows & Mac.
• Deliver service improvements aligned to company goals.
• Ensure adherence to all NBCU international policies.
• Collaborate with international and local IT teams.

Conocimientos

ITIL v3 Foundation Certification

Incident management in Windows and Mac

Support for mobile devices

Microsoft Office proficiency

Excellent communication skills

Strong customer focus

Analytical and troubleshooting skills

Descripción del empleo

Company Description

NBCUniversal is one of the world's leading media and entertainment companies. We create world‑class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad‑supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world‑renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.

Our impact is rooted in improving the communities where our employees, customers, and audiences live and work. We have a rich tradition of giving back and ensuring our employees have the opportunity to serve their communities. We champion an inclusive culture and strive to attract and develop a talented workforce to create and deliver a wide range of content reflecting our world.

Comcast NBCUniversal has announced its intent to create a new publicly traded company ('Versant') comprised of most of NBCUniversal's cable television networks, including USA Network, CNBC, MSNBC, Oxygen, E!, SYFY and Golf Channel along with complementary digital assets Fandango, Rotten Tomatoes, GolfNow, GolfPass, and SportsEngine. The well‑capitalized company will have significant scale as a pure‑play set of assets anchored by leading news, sports and entertainment content. The spin‑off is expected to be completed during 2025.

Job Description

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 the Spain office and users based in Spain/EU.

1. Provide 1st & 2nd line desk side support services to NBCUniversal International on all supported technologies including Windows & Mac hardware and various mobile technologies.
2. 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.
3. Good understanding of mobile technologies such as iPhone/iPad, Android & Windows Mobile running various OS levels.
4. Provide support to the infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults.
5. Work closely with all IT groups to resolve incidents / requests and ensure impact to customers is kept to a minimum.
6. Ensure adherence to all NBCU international policies, processes and procedures as well as support continual service improvement activity where appropriate.
7. Assist with product evaluation and the introduction of new technologies into operational support.

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.

Qualifications

Key skills and Behaviours

• 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, Android and Windows phones
• Demonstrated experience with the Microsoft Office products for both Windows and Mac.
• Excellent 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.

• Eligibility to work in Spain

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. 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 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 [e-mail].