Support Analyst, Partner Care - NBCUniversal

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. 

Here you can be your authentic self. 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.  

NBC Sports Next is where sports and technology intersect. We’re fueled by our mission to innovate, create larger-than-life events and connect with sports fans through technology. We’re a subdivision of NBC Sports and home to leading technology platforms and digital applications for Youth & Recreational Sports; Golf; and Emerging Media.   

At NBC Sports Next, we equip more than 30MM players, coaches, athletes, sports administrators and fans in 40 countries with more than 25 sports solution products, including SportsEngine, the largest youth sports club, league and team management platform; SportsEngine Play, the first ever streaming service for youth and amateur sports, GolfNow, the leading online tee time marketplace and provider of golf course operations technology; and GolfPass the ultimate golf membership that connects golfers to exclusive content, tee time credits, instructional content and more.   

Come join us as we work together as one team to innovate and deliver what’s Next. 

This position reports directly to the Director level within Partner Care and is responsible for the most complex technical solutions we offer to our course partners.  This role performs a wide variety of tasks, acting as both an industry and technology consultant in providing elite service, and the highest level of technical acumen, rarely found in non-development level positions in the tech industry. If you have a passion for solving problems and helping people improve their businesses, this is a great job for you. 

Job Duties

• Demonstrate independent analytical problem-solving abilities to remotely troubleshoot a wide range of issues and requests involving NBC Sports Next’s proprietary software applications.
• Analyze, diagnose, and resolve product and IT related cases that include, but are not limited to:
  • Installation and configuration of NBC Sports Next Golf software products
  • Hardware/drivers (PC’s, tablets, receipt printers, network printers, touch screen monitors, inventory scanners, etc.)
  • Windows 10 & 11 Operating Systems (troubleshooting, upgrading, etc.)
  • Windows Server OS
  • Microsoft SQL Server (installation, upgrade, queries, joins, stored procedures, database troubleshooting etc.)
  • Remote Desktop
  • Virtual Terminal Servers, Print Spooling, Print Servers. Easy Print Group Policies
  • Data Analysis/Reporting Investigations
  • API interfaces
  • Point of Sale (POS) interfaces
  • FinTech (Financial Technology) as a Payment Facility provider
• Perform POS application server and SQL database migrations.
• SQL database troubleshooting
• Advanced LAN, WAN, VLAN, Azure,
• Experience with the following tools used for testing and troubleshooting networks, databases, 3rd Party Interfaces or API’s:
  • Wireshark
  • Microsoft SQL Profiler
• Open/close support tickets utilizing Salesforce (CRM) with detailed documentation.
• Serve as an escalation point for advanced or complex configurations.
• Provide advanced technical & proprietary product knowledge consultation to our most valuable course partners, which can include onsite staff, corporate leadership, and contracted or internal/municipal IT teams.
• Participate in creation of internal training materials, documentation & public facing content
• Coach junior team members to facilitate growth and development of skills
• Multi-task across requests and priorities in a fast-paced, team-oriented helpdesk environment.
• Document defect replication steps and feature requests in the product management system.
• Take ownership of personal training needs and constantly seek ways to enhance knowledge and skills.
• Rapidly learn and demonstrate competence with new technologies/software applications.

Basic Requirements

• 2+ years of relevant experience in a technical/software Operations or Help-Desk environment
• IT certifications required:
  • - A+, Network+, CompTIA Cloud+
• Advanced TCP/IP, LAN, WAN, knowledge.
• Intermediate understanding of cloud environments & cloud networking (VLAN & Azure)
• Prior experience supporting software programs running SQL databases.
• Prior experience supporting FinTech, or as a Payment Facility vendor
• Prior experience supporting Cloud Based and/or Wi-Fi connected SAAS platforms
• Working knowledge installing and troubleshooting MS Windows 11 & 10 OS.
• Ability to install and troubleshoot hardware
• High energy individual with polished organizational skills that seeks to take ownership
• Ability to rapidly learn and demonstrate competence with new technologies/software applications.
• Effective cross-functional team player that can collaborate with Operations, Product, Technology & Sales teams
• Strong interpersonal and communication skills
• Exceptional customer service skills
• The ability to work both independently and collaboratively to achieve a goal

Desired Qualifications

• College degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Prior experience with NBC Sports Next software, or supporting cloud based or locally hosted SAAS products
• Familiarity with SalesForce.com strongly desired
• Knowledge of golf preferred, or previous experience with golf and technology products strongly desired

Additional Requirements

• Must be willing to work in Orlando, FL
• This position has been designated as hybrid, generally contributing from the office a minimum of three days per week.

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. 

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