Associate

Job Description (Posting).

AV support technician

Bachelor s degree in computer science, Information Systems, or other related field. Or equivalent work experience.

Typically has 3 to 5 years of related work experience.

Experience with c-suite interaction a plus. Calm and collected in a fast pace environment required.

Operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure.

Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.

Basic understanding of networking and network protocols

Working knowledge of video infrastructure and endpoint equipment such as Cisco CUCM, Cisco TMS, Cisco Expressways, Cisco Endpoints, Poly DMA, DMA Edge, RMX, RPRM, Workflow Server, Pexip CVI, Microsoft Teams Rooms, and Poly Endpoints, Zoom video conferencing.

Troubleshoot and resolve video conferencing and event service incidents, including RMA s, and hardware/software issues.

Process service requests within the Video and Event Services area.

Experience with Zoom Meetings and Webinar, Teams Meetings and Teams Live, Cisco WebEx Meetings and Webinar, and other industry-standard meeting platforms.

Schedule, setup, and disconnect video conferences for internal and external meetings.

Work with 3rd party vendors to troubleshoot issues and perform root cause analysis.

Adhering to SLAs and maintain maximum uptime for the video conferencing environment and event services.

Conduct equipment audits including c-suite spaces.

Follow defined processes and ensure that the processes are adhered to by the team.

Advanced technical knowledge of how-to setup, install, troubleshoot connections for audio visual equipment including cameras, microphones, projectors, touchscreens, and monitors.

Must be a self-starter with the ability to work independently and as part of a team. Will be working second shift.

Strong time management, prioritization, and analysis skills. Ability to multi-task.

Strong written and verbal communication skills and the ability to communicate clearly and professionally with end users, the IT Video Team, Executives, and IT management.

Understanding and troubleshooting Crestron, Bi-Amp and Extron, and Allen and Heath 30-channel digital mixers for live sound production, Vaddio type video switchers and digital camera equipment, Clear Com type audio device, multi-channel lighting board including lighting presets, PowerPoint, VLC player, PC hardware, and many types of cables, extenders, video and audio peripherals from Shure, Netgear, QSC, Epson and Samsung.

Produce Run of Show documents, attendance reports, IT equipment readiness checklist and other items for Audio Video production team.

Collaborate with operations and support teams to provide direction/support, streamline processes, improve efficiencies, and enhance the overall user experience.

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases