Support Analyst

UTA seeks a Support Analyst to join our growing team in our London office. Our ideal candidate will have a desire to learn and expand their technical knowledge through working with our customers and our senior technical resources. The successful candidate will enjoy and have experience supporting systems and users both in person and through remote technologies. Strong organizational and communication skills are required.

What You Will Do

Provide support for on-site AV systems including Zoom Rooms, screenings, and general conference room setup

Field incoming help requests from end users via both telephone and e-mail in a courteous manner

Support users with technical issues primarily over the phone using remote support technologies

In the event that a user’s problem is unable to be resolved remotely, you'll dispatch team members for on-site assistance

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

Test fixes to ensure the problem has been resolved

Perform post-resolution follow-ups to help requests

What You Will Need

2+ years of IT experience, preferably in a technical field (industry certifications a plus)

Must be knowledgeable, inquisitive, assertive and energetic

Must be able to encounter unfamiliar technologies, applications and situations, figure them out, and provide solutions that match both our clients' and our company's needs

Must be organized, dependable and detail-oriented

Must be able to meet deadlines and SLAs in a fast-paced, agile environment

Must have excellent verbal and written communication skills

Familiarity with working from a ticketing system as part of a larger team

Understanding of how to deliver quality service while adhering to service level agreements (SLAs)

Strong knowledge of delivering support in a Microsoft environment including the troubleshooting and support of Windows 11, MacOS, and Microsoft Office 365

Proven troubleshooting methodology and a desire to solve challenges

Basic working knowledge of Active Directory, Android and iOS mobile devices, Slack, Box and video conferencing (Teams & Zoom)

Basic understanding of networking principles (IP addressing, subnets, routing, switching)

Working knowledge of antivirus, backups, and virtualization

Basic printer and telephone troubleshooting

Exceptional problem-solving skills

A strong desire to learn from our existing engineering team while being self-motivated to deliver exemplary service and find timely solutions to the problems we need to solve for our customers

What You Will Get

The unique and exciting opportunity to work at one of a leading global entertainment companies

Access to the tools, leadership, and resources you will need to create and drive a center of excellence

The opportunity to do the best work of your career

Work in an inclusive and diverse company culture

Competitive programs to support your well-being

Experience working in a collaborative environment with room to grow

About UTA

UTA is a premier global talent agency built for the future of media and entertainment. The agency's diversified platform and best-in-class, client-first approach is innovative, collaborative, and positioned to lead in an evolving market. UTA represents the most celebrated artists, creatives, and brands, from icons and legends to next-generation talent. Its integrated capabilities span film and television, music, comedy, creators, sports, brands, news, publishing, speakers, theater, and more. It is based in Los Angeles with offices in the U.S., London, and Munich.

For more information: https://www.unitedtalent.com/about/

UTA and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers.

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