AV Engineer

We are seeking a talented and motivated AV Engineer to provide premium onsite support for all aspects of AV rooms and spaces across our organization’s designated Head office sites. You will be responsible for managing and supporting premium spaces during major events, representing the service(s) across the organization, and offering expert assistance for high, medium, and low severity issues. The successful candidate will have experience supporting services to large scale enterprise, preferably with AV solutions (Video, Web, and Audio Conferencing).

Key Responsibilities:

• Provides premium onsite support of all facets of AV rooms locally at designated Head office sites.
• Management and support of Premium spaces during major events
• Represents the service(s) across the organization
• Offers expert assistance of high, medium and low severity issues.
• Understands the end-to-end (E2E) technical service(s) including dependent components and infrastructure for Zoom, Cisco and AV equipment.
• Provide additional support to troubleshoot technical issues and offer support for problems reported by NAB business customers and other team members through various channels including in person, phone, email, web, and ticketing.
• Proactive monitoring and checks of internal and external AV systems Zoom and Cisco platform at designated Head office locations.
• Proactive monitoring and checks of Zoom and Cisco/Legacy AV rooms
• Reports prepared following major events
• Provide ideas and assist with the creation of documentation and training material for Zoom room training
• Assist Tech Lounge for any VC issues
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with business users
• Assistance with Business engagement on gathering requirements for new services, delivery of hardware, and associated support
• Assist in the development of pro-active improvements to the service
• Stay current with all of Zoom and Cisco products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry
• Provide assistance in the successful implementation of AV solutions at Head office sites.
• Provide Zoom and Cisco room use training and guidance
• Deliver on site training for the use of Cisco video endpoints, AV equipment, and Zoom rooms
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers
• Stakeholder Management & management of stakeholder expectations
• Assist in the development of pro-active improvements to the service
• Flexible approach to ad-hoc tasks requested by AV management team
• Existing knowledge of Cisco and Zoom solutions.

Key Challenges:

• Providing technical and operational support for widely used service solution driving user experience improvements
• Assist with driving operational & technology change agenda to mature services in line with industry direction.

Mandatory technology skills and experience:

• 2+ years’ experience supporting services to large scale enterprise, preferably with AV solutions (Video, Web and Audio Conferencing)
• 2+ years of experience working in a Workplace Operations environment dealing with multiple levels of stakeholders
• Strong interpersonal skills and good verbal and written communication ability
• Knowledge of video conferencing services.
• Support and Deployment experience with Cisco, Zoom, Polycom, or similar video infrastructure
• Experience in using Service NOW for incident, change and request management.
• Experience w/VoIP best practices, process, and procedures for deployment and support
• Proven ability to build strong relationships with key stakeholders
• Strong sense of ownership to drive outcomes
• Able to quickly grasp end user requirements
• Ability to support and collaborate with third party technicians and developers and backend engineering teams
• Excellent interpersonal, analytical, written, and oral communications
• Energetic, outgoing, and always willing to dive in where needed.
• Proficient in Microsoft Office products
• Experience with unified communications