VIP Support Specialist – Santa Monica, California

at  Universal Music Group

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.
Universal Music Group is seeking a talented VIP Support Technologist to join our IT Client Services team. The role is a high visibility front line concierge and will support our most senior executives and VIP Clients by offering both office and in-home support on a wide range of AV & IT equipment, software and conference systems. The ideal candidate will have excellent technical and interpersonal skills as well as a commitment to find a solution.

How we LEAD:

• Primary contact responsible for the support of senior executives and VIP clients
• Able to provide remote support for executives travelling and be flexible with support hours
• Ensures day-to-day conference rooms and vendor operations are to standard with all ongoing AV project with maintenance, set-up, and support, including managing database for AV installs and ensures information is up-to-date and accurate for rooms in Los Angeles area
• Prioritizes and manages the VIP support queue and provides weekly reporting to tech leadership
• Will diagnose and solve hardware / software faults and troubleshooting technology issues
• When required, can support the larger tech support team at our walk-up service bar
• Work with and provide support to engineering teams
• Maintain and update support information and actions in the IT Ticketing system, including procedural documentation, knowledgebase updates and relevant reports
• Primary contact responsible for all executive Video Conferencing devices/units. Which includes:
• Troubleshooting and escalation of issues
• Full support for all Exec meetings - both internal and external
• Testing of new devices
• Software/Hardware upgrades
• Works closely with other Executive Support team members
• Work closely with Video Leads/Vendors
• Other duties assigned as needed

How you’ll CREATE:

• Must have prior experience working with, and supporting senior executives
• Ability to manage multiple clients priorities, coordinate activities and manage expectations
• Excellent time management skills
• 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 Windows 10 and Microsoft Office Suite of products
• Strong standard AV technology and tools (Crestron, Logi, Polycom) support
• Strong Mac and PC hardware troubleshooting and deployment skills
• Strong Android/iOS mobility support
• Strong software application installation/troubleshooting skills
• Familiarity with installing and supporting various third party software
• Understanding of basic networking and network troubleshooting
• Working knowledge of ServiceNow
• Work continuously on a task until completion (or escalating to another group where appropriate)
• Manage multiple cases with changing priorities
• Strong oral and written communication skills
• Ability to work night, weekends and travel to off-site locations
• The normal hours of coverage are 9am to 6pm, however additional hours (including weekends), plus flexible work hours may be required for special projects or events.
• 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 and able to remain productive when working alone.

Bring your VIBE:

• Minimum 10 years’ experience supporting IT solutions with experience in the entertainment or creative company preferred
• Minimum 5+ years experience with supporting equipment: Avixa, Biamp, Cisco, Crestron, DTEN, Extron, Logitech, Neat, Polycom, Tandberg, etc..
• Experience in working with both PC and Mac platforms across a variety of operating systems
• Experience delivering services to and interacting with VIPs and Executives
• Minimum 2 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:

• Undergraduate degree or equivalent experience, with a focus on technology or music.
• ITIL V4 Foundation certification or equivalent experience
• Apple Certified Support Professional (ACSP) or Microsoft Office Specialist (MOS), or equivalent demonstrable experience
• Preferred certifications in AV related field such as CEA, CTS, CAT, CALT, etc..
• Preferred programming knowledge such as Crestron, Dante, Biamp, etc…

Perks Playlist:

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options, as well as:
• 100% coverage for out-patient mental health services
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• A lifetime fertility support allowance of $30,000 to plan participants
• Student Loan Repayment Assistance and Tuition Reimbursement
• 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
• 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:
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Job Category:
Technology
Salary Range:
$74,412 - $108,014
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

Please refer the Job description for details