Interface with 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 employees.
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.
Skill/Job Requirements:
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.
Due to the nature of the job the candidate should be able to lift 50 pounds with assistance.
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, Client, 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.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Design, Art/Creative, and Information Technology
Industries
Information Technology & Services
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