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Support Analyst
Ref No.: 18-02697
Location: New York City, New York
Start Date / End Date: 03/19/2018 to 03/19/2019
Job Purpose The News Technology Support Analyst will be responsible for supporting newsroom and various production applications while working closely with various teams across all systems and services. Role requires knowledge of supporting applications and technologies with a preference given to those with experience supporting newsroom tools and/or television production systems and workflows. A strong desire to continually learn new technologies is a must. Responsibilities The NBC News Technology group is responsible for systems and processes supporting Newsgathering operations and production for our global brands. With central operations located in New York, areas of involvement and collaboration span across our various locations and facilities including Washington DC, London, Miami, and Los Angeles. The team is focused on the supporting newsgathering, special events and day-to-day production. Job Activities • Provide entry to mid (level 1/2) support of news production systems in a 24/7/365 live television production environment for systems serving thousands of clients across multiple NBC brands • Handling on-air user/system issues and providing solutions under SLA • Documentation of standard operating procedures and workflows • Planning, scheduling and performing preventative and upgrade maintenance across all supported systems • Serve as on-call resource for internal and other NBC support teams, involving on-site coverage during normal business hours as well as on-call support before/after normal working hours • Perform system-level troubleshooting of technical software and hardware and other computer and server systems associated with news production. This is applicable to both bare metal and virtual environments • Ready to adopt new systems, technologies and processes to meet future growth of our clients’ needs and those of the team • Track issues and resolutions while maintaining communications within the team, operational groups and clients • Interface with vendors and/or internal NBC teams for issue escalation • Performing root cause analysis • Provide cross-training and knowledge transfer for both technical and non-technical audiences • Work with offshore team to handle daily and other on-demand tasks including operational information handoffs to ensure the entire team is ready to support and manage around the clock • Perform other duties as assigned

News Technology Support Analyst NBCUniversal, New York Required Qualifications • Candidate must have 2+ years of systems management experience or equivalent educational experience in media and systems support • An Associate Degree in a relevant technical discipline, or certificate from an accredited technical training institution • Experience supporting custom applications • General knowledge of computing and network systems, standards, applications and methodologies • Experience working with IT systems and web technologies, with a working knowledge of network protocols, standards, and fundamentals (e.g. DNS, TCP/IP, HTTP, FTP, SSH, VLANS, etc.) • Working knowledge of Office productivity software, Outlook, iOS, Android and Windows • Willingness to work overtime and/or extended shifts, and on weekends and company holidays with short notice to meet the business needs • Able to work 24/7/365 to provide phone and in person support and travel occasionally for offsite upgrades and training and professional development opportunities • Strong analytical and problem-solving skills • Knowledge of Linux and Windows operating systems • Ability to handle multiple tasks and projects simultaneously, working independently and as part of a team in a collaborative manner • Strong sense of urgency and ability to triage competing priorities effectively • Highly customer focused and very responsive • Able to effectively communicate technical information, actions and/or next steps to technical and non-technical personnel with a cool, levelheaded approach • Strong desire to learn and cross-train in new technologies and passion to maintain current knowledge of relevant technologies • Takes accountability for action items and requests including those outside of his/her direct control, following up and leaving nothing to chance • Must be willing to work in New York, NY Preferred Qualifications • Familiarity with broadcast production or video productions systems, including basic knowledge of non-liner editing tools like Avid Media Composer a plus • Experience with various databases (Oracle, SQL) a plus • Knowledge of Media Asset Management systems is a plus • Experience and knowledge in end-to-end post-production workflows including media ingest, edit, playback (from capture to archive) a plus • Scripting experience (Shell, Perl, Python, etc.) a plus