Job Description

ABOUT THE ROLE:

The Virtual Network Operations Center Analyst is responsible for supporting the day-to-day operations of the global Collaboration infrastructure ensuring quality and timely support of A/V systems throughout NBCU. The position reports to the Manager of VNOC Operations and will serve as the front line (L1) support across all NBCUniversal conference room technology and will be the first line of dispatch to L2 resources when needed.

The Virtual Network Operations Center Analyst will work closely with internal technology teams to understand processes and procedures while understanding technology stack to support end user environment.  The primary position responsibility is all facets of A/V end user support and to quickly respond to requests for technical assistance via multiple inputs/channels including in person, phone, and electronically via remote access platforms to meet established SLA's.  The Virtual Network Operations Center Analyst will be expected to follow standard A/V operating procedures; accurately resolve and document Incidents and Requests using ticket tracking software.  This Analyst must have the insight to recognize, identify and escalate situations requiring urgent attention and redirect problems to appropriate technical resources. This Analyst role will serve as a subject matter expert regarding the overall NBCUniversal video conferencing support and telemetry systems. This team member will serve as a source of escalation for technical issues that impact ongoing meetings and will be responsible for the resolution of hardware and network alarms for conference rooms and meetings spaces globally.

REQUIREMENTS:

• Exceptional knowledge of Microsoft Teams, Tandberg, Cisco TMS and VCS, SX series codecs and Telepresence, VOIP, SIP, H323, Creston, Polycom Endpoints (HDX/VVX/RMX), AMX and AV cloud collaboration solutions.
• Configure, support, troubleshoot and resolve issues associated with Audio Visual hardware and software.
• Strong analytical and problem-solving skills.
• Networking.
• Strong knowledge of A/V signal flow.
• Proven attention to details and follow-up.
• Strong written and verbal communication skills, documentation is a must.
• Knowledge of how to use electrical and electronic diagnostic tools.
• Experience with Microsoft Teams and Cloud Video Interop solutions.
• Experience with room/desk booking solutions (Condeco, iOffice).
• Computer Skills: MS Office, Outlook, Visio, etc.
• 5+ years of Call Center or Internal Support experience.
• 2+ years of Team Leader experience.
• 2+ years of UX or equivalent experience.
• Ability to read and understand signal and network diagrams.
• Audio Visual system design knowledge base.
• Software Development Lifecycle knowledge.
• Internal Operations experience.
• Continental Operations experience.
• Bachelor’s degree in computer-related field preferred or equivalent years of experience.
• 5+ years Endpoint Admin Experience (Proprietary, Cisco Control Hub, LogiSync, Microsoft XIO, etc).
• 5+ years live event support experience.
• 5+ years of Video Teleconferencing (VTC) experience

Qualifications

PREFERRED QUALIFICATIONS:

• Experience in broadcasting, video production, multimedia, or related field a plus.
• Ability to execute within a fast-paced agile process.
• High attention to detail while balancing multiple issues.
• Promotes an organizational climate that energizes, motivates, and facilitates teamwork.
• Customer Service Skills.
• Multitasking Ability.
• Certified Technology Specialist (CTS) Certification.
• Crestron Core Track Certification(s).
• Dante Certification Level 1.
• Digital Media Certificates.
• Security+ Certification.
• Certified Scrum Master.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, tuition reimbursement, and a variety of other discounts and perks. Learn more about the benefits offered by NBCUniversal by visiting the Benefits page of the Careers website. Salary range: $60,000 - $80,000.

Additional Information

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. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access nbcunicareers.com as a result of your disability. You can request reasonable accommodations in the US by calling 1-818-777-4107 and in the UK by calling +44 2036185726.