Tech Support Analyst

We are UMG, the Universal Music Group. We are the world's leading music company. The Tech Support Analyst is a member of the UMG Global Service Desk that provides front-line support to end users on a variety of differing issues, identifying, researching, and resolving technical issues that are raised. Bring your VIBE: • 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent • Excellent customer service, telephone etiquette, and interpersonal skills • Strong verbal and written communication skills and the ability to effectively listen • Ability to stay organized and work on multiple tasks simultaneously in a fast-paced environment and meet time constraints • Ability to maintain a high level of customer trust and confidence in the team's knowledge and concern for users' needs • Demonstrated knowledge of technical specifications of various IT Equipment and software packages including computers, printers, Microsoft Office solutions, Zoom, Microsoft Operating Systems, MacOS, iOS and Android • When able, provide support for deskside, conference room A/V, tasks such as provisioning, configuring, and basic troubleshooting • Flexibility to work evening and weekend shift hours in rotating on call schedule. • Provide onsite support coverage as needed to cover TechBars • 2 years of demonstrated technical and customer service experience is required or CompTIA A+ certification or equivalent • Must have a good understanding of personal computers, printers, peripherals and mobile devices • Must have excellent online/telephone etiquette paired with strong listening and written communication skills • Must be disciplined to learn and follow standard operating procedures • Must effectively and efficiently communicate with all levels of employees • Good problem-solving ability • Able to work independently and as part of a team to attain individual and team goals • Must be customer focused • Must demonstrate strong follow-up and follow through abilities with a sense of urgency • Must demonstrate ability to manage multiple tasks and assignments • Familiar with various elements of Information Technology infrastructure

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