Collaboration Technology & Zoom Engineer

We are currently seeking a Collaboration Technology & Zoom Engineer to manage and maintain a mixed environment of audiovisual and collaboration tools. The right candidate will have a strong background in collaboration technologies, process optimization, and operational analysis/reporting. The candidate should be a polished and effective communicator with demonstrated ability to work across the organizational structure. In addition to technical skills, the successful candidate must be comfortable in effectively communicating with business end users, technical IT teams, business partners, network providers, and business process outsourced vendors, all while being sensitive to a wide diversity of cultural and technical backgrounds in a global business environment.

Must Have

• Diagnose and solve problems by providing technical knowledge
• Work with network vendors and global/regional IT groups to resolve problems compliant with SLAs
• Conduct maintenance and patching of the operational environment with appropriate testing
• Support of the Design and Build teams within UMG for large projects
• Manage Exchange/email issues including message tracking, message recovery, and performance
• Assist with issues in the process of onboarding/offboarding clients
• MS Teams support including supporting access and new team sites
• MS OneDrive access and capacity, Google Suite support, Microsoft M365 support
• Zoom client & Zoom Room support for users, offices, and rooms
• Support other applications such as Slack as needed by the business
• Mentor and train team members
• Participate in on-call rotation
• Participate in developing automation to reduce time spent on routine tasks
• Proven knowledge and understanding of Microsoft M365, Zoom, Slack, Monday.com, and other related platforms
• Adept at PowerShell scripting, regular expression, policy management
• Identify key metrics and implement KPI reporting in collaboration with UMG’s managed service providers
• Quick learner with creative and analytical problem-solving skills
• Proven ability to organize, document and follow standard operating procedures and observe IT change management policies
• Excellent interpersonal, verbal and written communication skills
• Customer service driven/focused with a proactive and positive can-do approach
• Research and result oriented individual with willingness to work unsupervised and prioritize own workload

Good to Have

• Bachelor's degree in a technology related field or commensurate experience
• ITIL Foundation Certification strongly desired
• Related industry certifications preferred
• Multiple language skills a plus
• Knowledge of Systems Reliability Engineering principles, automation, and AI

Perks & Benefits

• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options
• 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
• 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

Job Summary

We are currently seeking a Collaboration Technology & Zoom Engineer to manage and maintain a mixed environment of audiovisual and collaboration tools. The right candidate will have a strong background in collaboration technologies, process optimization, and operational analysis/reporting. The candidate should be a polished and effective communicator with demonstrated ability to work across the organizational structure. In addition to technical skills, the successful candidate must be comfortable in effectively communicating with business end users, technical IT teams, business partners, network providers, and business process outsourced vendors, all while being sensitive to a wide diversity of cultural and technical backgrounds in a global business environment.

Job Functions:

• Diagnose and solve problems by providing technical knowledge, frequently under time constraints and business pressure
• Work with network vendors and global/regional IT groups to resolve problems compliant with SLAs
• Conduct maintenance and patching of the operational environment with appropriate testing
• Support of the Design and Build teams within UMG for large projects
• Manage Exchange/email issues including message tracking, message recovery, and performance
• Assist with issues in the process of onboarding/offboarding clients
• MS Teams support including supporting access and new team sites
• MS OneDrive access and capacity, Google Suite support, Microsoft M365 support, Zoom client & Zoom Room support for users, offices, and rooms
• Other applications such as Slack as needed by the business
• Mentor and train team members
• Participate in on-call rotation, and as such, work out of standard business hours will occasionally be required
• Participate in developing automation to reduce the time spent on routine tasks
• This position will be shift-based.

Job Requirements

Essential:

• Proven knowledge and understanding of Microsoft M365, Zoom, Slack, Monday.com, and other related platforms.
• Adept at PowerShell scripting, regular expression, policy management, etc.
• Identify key metrics and implement KPI reporting in collaboration with UMG’s managed service providers
• Quick learner with creative and analytical problem-solving skills
• Proven ability to organize, document and follow standard operating procedures and observe IT change management policies
• Excellent interpersonal, verbal and written communication skills. Comfortable contributing to meetings and at team discussions. Cognizant of working with diverse and global teams
• Customer service driven/focused with a proactive and positive can-do approach. Demonstrates commitment to organization’s policy framework and practices continuous improvement
• Research and result oriented individual with willingness to work unsupervised and prioritize own workload with a good attention to detail. Ability to adapt to flexible working schedules
• Years of experience: 3+ years of experience in the information technology industry

Desirable:

• Degree: Bachelor's degree in a technology related field or commensurate experience
• ITIL Foundation Certification strongly desired
• Related industry certifications preferred
• Multiple language skills a plus
• Knowledge of Systems Reliability Engineering principles, automation, and AI

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

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Job Category:

Technology