Deskside Support Technician

| Santa Monica

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.

We are seeking a talented Deskside Support Technician to join our IT End User Services team. The objective of this role is to provide professional and timely support for a wide range of IT equipment, software and conference room systems within a global organization. The ideal candidate will have 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 will suit a candidate who has the interpersonal skills to complement their technical skills, and is someone who can empathize with the client's perspective and simplify technical information. The suitable candidate will also have a sense of urgency and a strong desire to provide outstanding service.

The service you will provide is high visibility front line end user support at various locations (including Santa Monica, Woodland Hills Hollywood, and New York) and may also cover smaller sites as needed.

The normal hours of coverage is 7am to 7pm with flexible start times between 7 and 10 am. 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 able to remain productive when working alone.

The environment is a mixture of Microsoft Windows and Apple Mac devices, with a diverse and demanding user community that expects a consistent level of service quality.

Job Functions:

  • Provide IT support by diagnosing and solving hardware or software faults and troubleshooting basic technology issues
  • Talking clients through a series of actions, either face-to-face or over the telephone, to help resolve issues or configure systems
  • Installing and configuring computer hardware and software
  • Maintaining and updating support information and actions in the IT Ticketing system, including procedural documentation and relevant reports
  • Following standard procedures and written instructions to repair a fault or set up computer systems
  • Supporting the roll-out of new applications, tools and services
  • Setting up new users' accounts and profiles and dealing with password issues
  • Responding within agreed time limits to incidents and service requests
  • Working continuously on a task until completion (or escalating to another group where appropriate)
  • Prioritizing and managing many open cases at one time
  • Establishing a good working relationship with customers and colleagues within IT
  • Representing IT with professionalism and demonstrating IT values at all times

Job Requirements:

Skills/Abilities:

  • 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 Microsoft Office Suite of products for versions 2010, 2011, and 2013 and Office 365
  • Strong PC/Laptop hardware troubleshooting and deployment skills
  • Strong software application installation/troubleshooting skills
  • Strong oral and written communication skills
  • Familiarity with installing and supporting various third party software
  • Understanding of basic networking and network troubleshooting
  • Working knowledge of ServiceNow

Experience:

  • Comfortable working with both PC and Mac platforms across a variety of operating systems (including Yosemite, El Capitan, Sierra for mac; Windows 7 and Windows 10 for PC
  • Minimum 1 year experience supporting a Microsoft Active Directory/Exchange/Office enterprise environment (medium to large office)
  • Previous experience of supporting Apple hardware and software (MacBook, iPad, iPhone, Keynote, Mac OS, iOS)
  • Previously worked as part of a team, collaborating effectively with colleagues and team members across IT

Education:

  • Associate degree, with a focus on technology or music. 
  • ITIL V3 Foundation certification or equivalent experience
  • Apple Certified Support Professional (ACSP) or Microsoft Office Specialist (MOS), or equivalent demonstrable experience

Universal Music Group is an Equal Opportunity Employer.

Disclaimer

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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • AccessDatabases
    • HiveDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • SAP HANADatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • DrupalCMS
    • WordpressCMS
    • SalesforceCRM
    • Constant ContactEmail

Location

UMG IT is primarily based in Woodland Hills, a neighborhood bordering the Santa Monica mountains in the San Fernando Valley region of Los Angeles

An Insider's view of Universal Music Group

What’s the vibe like in the office?

Everyone is hard working but it’s still a pretty relaxed and friendly environment. If you need any help people are always ready to make time. Between the conference room with all over music related decorations, big lunch room with table-football and arcade games and a very casual dress code, the overall vibe is really chill.

Laurent Burte

Enterprise Portfolio Management Project Manager

How do you collaborate with other teams in the company?

Our team serves departments across the company by providing feedback and best practices on software asset management. We get to work with a lot of different teams which is really interesting.

Ashia Coleman

Junior Windows Systems and Application Administrator

What makes someone successful on your team?

Our team relies on the ability to have quick and meaningful communications, sharing of ideas in a constructive way and working closely as a whole team. You also need to be interested in always learning. Technology never stands still and neither does this team.

Todd Hancsicsak

Director, Rights & Repertoire Technology

What does your typical day look like?

There is no typical day at UMG, which is a good thing! I get an opportunity to work with numerous individuals within IT and the business on a variety of global projects. Having the opportunity to work with so many talented people globally and continuously learn and contribute to our business is very exciting.

Gauri Gohokar

Project Manager

What are Universal Music Group Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Game Room
Parking
Fitness Subsidies
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