Tech Lead LATAM

Company Description
We create world-class content, which we distribute across our portfolio of film, television, and streaming, and bring to life through our theme parks and consumer experiences. We own and operate leading entertainment and news brands, including NBC, NBC News, MSNBC, CNBC, NBC Sports, Telemundo, NBC Local Stations, Bravo, USA Network, and Peacock, our premium ad-supported streaming service. We produce and distribute premier filmed entertainment and programming through Universal Filmed Entertainment Group and Universal Studio Group, and have world-renowned theme parks and attractions through Universal Destinations & Experiences. NBCUniversal is a subsidiary of Comcast Corporation.
As a company uniquely positioned to educate, entertain and empower through our platforms, Comcast NBCUniversal stands for including everyone. Our Diversity, Equity and Inclusion initiatives, coupled with our Corporate Social Responsibility work, is informed by our employees, audiences, park guests and the communities in which we live. We strive to foster a diverse, equitable and inclusive culture where our employees feel supported, embraced and heard. Together, we'll continue to create and deliver content that reflects the current and ever-changing face of the world.
Job Description
The Technology Lead role is an exciting opportunity where you will be an integral part of the LATAM team at NBCU, called TechEx. We strive to achieve our Vision and Mission through service excellence and continuous improvement.
Your role is to help ensure that the delivery of end-user support is executed in accordance with TechEx's strategy and current and future business needs.
REQUIREMENTS:
RESPONSIBILITIES:

• Act as escalation point of contact for your team as needed.
• Coordinate escalations to other technical teams, third parties and management.
• Assist with the management of the TechEx team in LATAM, including ensuring resource allocation, effective achievement of KPIs, initiative/project planning activities, reporting and other assigned tasks.
• Update the management team on any issues of operational importance, such as potential service outages/disruptions.
• Work closely with partner technology teams to ensure continuous improvements and knowledge growth, including implementation of new technologies, identification of new issues that can be solved with TechEx, and improvements to the overall support process.
• Identify training opportunities and deliver them as needed.

WHO WE'RE LOOKING FOR:

• • A team player who acts in the interest of all.
  • A passionate and motivated individual.
  • Demonstrate a strong customer service attitude and behavior.
  • Strong organizational and interpersonal skills such as: persistent, customer oriented, results oriented and responsible. Someone with a flexible schedule that can cover later shifts, weekends, or holidays when needed.
  • You enjoy being a point of escalation and empowering a team of people.
  • Efficient communicator at all levels of organization.

Qualifications

• • Relevant IT Support experience.
  • Proficiency in both Spanish and English required.
  • Minimum five years IS&T Desktop and PC Support experience working in large organization.
  • Strong understanding of KPIs, SLAs, reporting, and analytics. Able to analyze statistics and provide recommendations for improvement.
  • Excellent communication skills both written and oral - can deal with users and team members with varying skillsets and knowledge in a professional and positive manner.
  • Requires strong interpersonal skills including initiative, problem analysis, attention to detail, and sound judgment when making decisions.
  • An environment suitable for working from home full-time (i.e., a quiet work area with minimal distractions and a strong, consistent internet connection).
  • Passionate about technology.
  • Experience in Windows and IOS Operating Systems.
  • Experience with O365.
  • Experience with Active Directory.
  • Experience in managing Remote access applications.
  • Management experience in ticket management tools (Service now)
  • Basic networking experience (TCIP, LAN/WAN, network topology as it relates to desktop support).
  • Virtualized workstation and cloud workspace technologies
  • AV Video Conference support experience
  • Ability to work on a mission critical environment

Additional Information
As part of our selection process, external candidates may be required to attend an in-person interview with an NBCUniversal employee at one of our locations prior to a hiring decision. 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.
If you are a qualified individual with a disability or a disabled veteran and require support throughout the application and/or recruitment process as a result of your disability, you have the right to request a reasonable accommodation. You can submit your request to [email protected].