Provides technical assistance to internal and external clients of audio-visual, IT, Networking, Unified Communications, and Telepresence equipment and systems located within the corporate environment and event locations.
Provide a white glove experience supporting events and meetings
Audit conference rooms on a regular basis to ensure maximum uptime
Conduct proactive preventative maintenance on complex meeting spaces
Train users on how to operate the various meeting and conference spaces as needed.
Capture customer requests and communicate those to the AV design team
Troubleshoot system issues to determine resolutions and appropriate usage
Assist local IT service desk with user issues as needed for meeting and event support
Provide IT Service, A/V, and Video Teleconferencing (VTC) support for local and remote meetings or events as required
Coordinate with vendors for new construction on behalf of the A/V infrastructure team
Respond to issues by troubleshooting and resolving problems with A/V and video conferencing technology in local and remote sites
Build relationships with key stakeholders and internal customers to ensure they are successful when making use of technology
Own the A/V technology on your campus and ensure uptime through proactive testing, maintenance, and building personal knowledge in order to more effectively support it
Maintain tickets by assigned status with updates and follow-up as required within specified service level agreement (SLA) urgency
Manage calendar assignments for meeting support and coordination of testing and maintenance with other A/V Support technicians regularly
Assemble reports and paperwork as required for documentation or recording customer and vendor interactions
Work with manufacturers and vendors to develop relationships related to equipment servicing (technical support, securing return authorizations, etc.)
Work with vendor or manufacturer teams, project managers, or parts and service departments to ensure timely coordination of system and part installation, repair and maintenance
As needed, work alone and with larger teams to identify and resolve issues related to: Audio and Video Teleconferencing (VTC) systems (including hardware, control systems, programs, and DSP systems), Projection, Display, and Digital Signage Systems, Video Wall Display Systems, RF Assistive listening Systems, Remote Monitoring, Unified Communications systems, IT and A/V Technologies and Infrastructure
Minimum three years of experience with audio-visual, video conferencing, and IT related systems
Experience with meeting collaboration software and systems required, Cisco experience desired
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals required
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, and diagram or schedule form
Occasionally required to lift 50 plus lbs.
Must be efficient at multi-tasking and able to work in stressful situations
Knowledge of computer hardware and applications required, desktop support experience desired
Unified Communications and Telepresence Systems Knowledge desired
Experience supporting a Windows domain environment and operating systems desired
Strong skills in support of Apple hardware and OS desired
Experience supporting Microsoft Office suite is required and Office365 platform a plus
Experience in using IT Service Management tools such as ServiceNow or Remedy desired
Experience with networking and remote access including virtual private networks, telecom, and business applications a plus
Experience with supporting Dell, HP, and Apple tablets, laptops, and desktop computers such as Surface Pro and iPads in addition to mobile devices a plus
Must have strong organizational skills and excellent communication skills, both verbal and written
Outstanding customer service and troubleshooting skills required
Should be flexible and able to complete projects outside normal daily duties occasionally
Knowledgeable in both AV and IT.
At least a basic understanding of help-desk level IT knowledge.
Prefer IT knowledge background that will be able to learn the AV piece of the role.