Audio/Visual and Event Management Support Technician
Audio/Visual and Event Management Support Technician
See who Amick Brown - SAP, Cloud Technologies and Business Intelligence Staffing & Consulting has hired for this role
Location: Norcross, GA
Duration: 6 months
Estimated pay range: $26.66 – 33.33 per hour per client contract and candidate skills, experience and work location.
Primary Function Of Position
- The Event Management (EM) and Audio/Visual (AV) Support Technician is the first line of escalation for any issues or questions regarding audio-visual operational support and events/meeting support.
- The role provides technical assistance to internal and external clients of AV, IT, Networking, Unified Communications, and Telepresence equipment and systems located within the corporate environment and event locations.
- This position provides operational support to customers within the corporation.
- They are responsible for documenting and improving Tier I processes and training and ensuring compliance with those processes.
- Additional responsibilities include overseeing the day-to-day Meeting and Event support, as well as AV functions.
- This position has responsibility and authority for:
- Interface with ISI employees in support of corporate events and meetings
- Provide a white-glove experience supporting events and meetings
- Provide day-to-day support and supervision to Tier I support personnel to address questions regarding ticket escalations, policy, procedures, etc.
- Produce and make available shared knowledge and tools that will help Tier I’s function in their roles to resolve first-level tickets/calls from corporate and field-based ISI employees.
- Knowledgebase articles (identify, write, approve, publish)
- Disseminate new information to the team or group
- Work with vendors and colleagues to produce and disseminate new process steps and information
- Example: Zoom, Media platform, etc.
- Develop and revise Tier I procedures as necessary
- Attend Strategic Forums, Meetings, and Events planning, support meetings, and communicate across all partners and collaborators, including remote counterparts.
- Identify needs for Tier I that may be addressed by the Project role.
- 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
- 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
- In available free time, work with Enterprise AV team to assist as needed
- 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 & A/V Technologies and Infrastructure
- Competency Requirements: (Competency is based on: education, training, skills, and experience.)
- To adequately perform the responsibilities of this position, the individual must:
- Bachelor’s degree or equivalent work experience.
- At least five years’ experience supporting Audio Visual hardware and software
- At least five years’ experience supporting Meeting Support and Events, including tools of the trade such as Zoom, Cisco WebEx, and other collaboration platforms
- Must be able to work independently and self-directed, and within a team
- Experience training and mentoring new IT Support personnel
- Must have strong organizational skills and excellent verbal and written communication skills
- Experience with meeting collaboration software and systems required, Zoom, Poly, Logi and Neat 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.
- 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
- Weekend and non-business hour support rotation and occasional travel out of state is required
Regular full-time employees are eligible for the following Amick Brown provided benefits:
- Health
- Vision
- Dental
- 401k with company match
- Paid time off.
- Sick Leave
- Long -Term Disability
- Life Insurance
- Wellness & Discount Programs
-
Seniority level
Mid-Senior level -
Employment type
Contract -
Job function
Design, Art/Creative, and Information Technology -
Industries
Information Technology & Services
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