Collaboration Technology & Zoom Engineer

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.

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.

• 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 One Drive 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

• Proven knowledge and understanding of Microsoft M365, Zoom, Slack, , and other related platforms
• Adept at Power Shell scripting, regular expression, policy management, etc.
• Identify key metrics and implement KPI reporting in collaboration with UMG’s managed service provider’s
• 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

• 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

• 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…