Tech Support Analyst

Universal Music•New York, NY

10d•$24 - $32

About The Position

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. How you’ll LEAD: As a Tech Support Analyst on UMG’s Global Service Desk, you will be the first line of support for employees across the organization, ensuring that every user receives timely, professional, and reliable technical assistance. You will help maintain trust in UMG’s technology ecosystem by resolving issues efficiently, documenting your work with accuracy, and escalating when necessary to keep operations flowing. Your leadership shows up through your responsiveness, attention to detail, customer-first mindset, and commitment to delivering support that meets—and exceeds—established Service Level Agreements. How you’ll CREATE: Frontline Support & Issue Resolution Answer inbound calls, chats, and support requests to provide first-contact resolution whenever possible. Interpret, analyze, research, and resolve simple to moderately complex user inquiries across hardware, software, and account-related issues. Route and triage incoming tickets created via email, ensuring they reach the correct support tier. Monitor the unassigned queue and follow up on assigned tickets every 24 hours to maintain SLA compliance. Document troubleshooting steps, progress, and user communication clearly within the ticketing system. Utilize the internal knowledge base, team resources, and your technical expertise to resolve issues on the initial contact whenever feasible. Escalate incidents appropriately according to established guidelines and procedures. User Support & Technology Enablement Provide technical guidance, informal training, and best-practice recommendations to end users. Support and train employees on mobile devices and key UMG applications. Set up conference rooms for meetings requiring specialized equipment, including video conferencing, phone systems, and presentation tools. Deliver remote support to users across multiple office locations using approved tools. Maintain a thorough working knowledge of in-house applications, hardware, operating systems, and online services essential to UMG’s workforce. Knowledge Management & Continuous Improvement Edit and update Knowledge Base articles to enhance solution accuracy, ticket routing, and escalation efficiency. Document issues and troubleshooting steps concisely to support knowledge sharing and faster resolution. Cross-train with peers and collaborate with other departments to broaden your technical capabilities and support coverage. Contribute to a team culture that emphasizes learning, operational excellence, and consistent service improvement.

Requirements

2+ years of technical support and customer service experience, or equivalent certification (CompTIA A+ or similar).
Strong customer-service orientation with exceptional listening, communication, and telephone etiquette.
Ability to multitask in a fast-paced environment while remaining organized and detail-oriented.
Demonstrated proficiency with PC/Mac systems, Microsoft Office, operating systems, printers, peripherals, and common enterprise applications.
Critical thinker with strong problem-solving skills and the initiative to work independently with minimal supervision.
High level of follow-through, urgency, and the discipline to follow standard operating procedures.
Comfortable supporting employees at all levels across the company with professionalism and empathy.
Flexibility to work evenings, weekends, holidays, and rotating on-call schedules as required.
Ability to travel and provide onsite support across multiple UMG locations as needed.
Team-oriented mindset with the ability to collaborate, share knowledge, and contribute to group success.

Responsibilities

Answer inbound calls, chats, and support requests to provide first-contact resolution whenever possible.
Interpret, analyze, research, and resolve simple to moderately complex user inquiries across hardware, software, and account-related issues.
Route and triage incoming tickets created via email, ensuring they reach the correct support tier.
Monitor the unassigned queue and follow up on assigned tickets every 24 hours to maintain SLA compliance.
Document troubleshooting steps, progress, and user communication clearly within the ticketing system.
Utilize the internal knowledge base, team resources, and your technical expertise to resolve issues on the initial contact whenever feasible.
Escalate incidents appropriately according to established guidelines and procedures.
Provide technical guidance, informal training, and best-practice recommendations to end users.
Support and train employees on mobile devices and key UMG applications.
Set up conference rooms for meetings requiring specialized equipment, including video conferencing, phone systems, and presentation tools.
Deliver remote support to users across multiple office locations using approved tools.
Maintain a thorough working knowledge of in-house applications, hardware, operating systems, and online services essential to UMG’s workforce.
Edit and update Knowledge Base articles to enhance solution accuracy, ticket routing, and escalation efficiency.
Document issues and troubleshooting steps concisely to support knowledge sharing and faster resolution.
Cross-train with peers and collaborate with other departments to broaden your technical capabilities and support coverage.
Contribute to a team culture that emphasizes learning, operational excellence, and consistent service improvement.

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, 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.