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AV Support Technician
Ref No.: 17-05264
Location: Atlanta, Georgia
Position Type:Direct Placement
Start Date: 01/01/2018
Job Description
The IT Service Desk Support Technician provides all AV-related services that will be delivered punctually at scheduled times and in accordance with agreed SLA's and ITIL practices. The AV Support Technician is expected to arrive before the start of the scheduled meeting to setup, test, and remain until the required service is functioning correctly. Support cross-functional and executive team end-to-end AV requirements. Provide end-to-end support with extensive knowledge and experience with AV equipment and industry best practices.
Responsibilities
  • Video / Audio Conferencing
    • Ensure Video / audio conference setup and support for all sites are connected on time and receiving / transmitting good audio / video quality
    • Conduct Site certification of all new and relocated videoconference systems
    • Assist with support for video / audio conferencing problems. Investigate faults and recommend actions and plans to rectify issues
    • Book video conference connections with MCU – Multipoint Control Unit for all VC meetings
    • Provide Telepresence Management Suite support
    • Manage the VC administration, user consultation, and co-ordination of support staff at regional offices
    • Setup and install equipment such as microphones, sound speakers, video screens, projectors, video monitors, cameras, lighting, recording equipment, connecting wires and cables, sound and mixing boards for events and functions such as events, tradeshows and video shoots
  • General AV Meeting Room Support
    • Manage AV equipment setup, support, and operation
    • Provide presentation / multi-media meeting room support, including duration support
    • Assist with support for multi-media broadcasting
    • Provide quick response to emergency / ad-hoc requests from the Service Desk, which must be delivered within 15 minutes of the request being received
    • Ensure room is presentable, tidy, hazard free, and all cables secured
  • Faults and Room Checks
    • Carry out regular preventative room checks, ensuring all equipment functions are correct in accordance with the room-check procedure, including morning, evening, monthly, and lamp life checks
    • Ensure that all faults are reported correctly and in a timely manner, and follow to completion
    • Conduct proactive maintenance and reporting to ensure that all AV equipment is of the highest standard and functioning correctly
    • Carry out first-line fault repairs
    • Carry out all power down / up when required, usually involving out-of-hours overtime commitments
    • Ensure that all equipment maintenance issues that cannot be rectified by the on-site technician must be logged within one-hour (1) hour to the maintenance provider
    • Maintain an accurate portable AV equipment asset inventory
Competencies:
  • Agility/Collaborate/Comm
  • Initiative/Innovate/Learn
  • Lead/Influence/Change
  • Problem Solve/Results
  • System Design/Deploy/Support
Qualifications
  • A minimum of 2 years of practical experience in the Computer Support Field
  • Exceptional customer service approach
  • Windows Operating Systems primarily Windows 7. Windows 10 is a plus
  • Microsoft Office Applications – O365 is a plus
  • Experience with mobile devices and mobile email
  • Experience with troubleshooting network related issues (client connectivity)
  • Ability to work in a fast-paced and dynamic environment
  • Expertise to provide innovative ideas and solutions to issues with a positive outlook
  • Ability to quickly adapt to changing needs, infrastructure, and evolving business processes
  • Ability to work closely with the user community, interpret issues, understand requirements, and deploy solutions rapidly
  • Ability to work closely with cross-functional teams including functional leads, and executive-level support staff
  • Ability to work directly with all levels of end users to resolve issues, and develop / manage workable processes
  • Possess strong interpersonal and communication skills
  • Ability to analyze metrics, extract trending data, provide status reports and recommendations for continuous improvement
  • Ability to read, understand, and/or create, and maintain technical manuals, procedural documentation, and OEM guides
  • Proficiency working with spreadsheets, documents, and presentation software
  • Working knowledge of audio and visual conference-room equipment at a corporate level
  • Experience with multiple operating system platforms (Microsoft Windows, Linux and/or Mac)
  • Excellent customer relations skills
  • Possess high level of personal integrity, ethical standards, and professionalism in all activities
  • Understand all aspects of Audio Visual Service best practices, including Health and Safety
  • Data/LCD & HD projection, sound, integrated control systems and video conferencing, telephone conferencing equipment, and presentation software setup (including MS technology and MS PowerPoint, Mac technology and Mac Software)
  • Knowledge of ISDN, VoIP, and other telecommunications networks and equipment
  • Work with current service suppliers and equipment in the marketplace for the latest technological advances and innovations
  • Possess technical knowledge of teleconferencing, presentation, and other AV hardware
  • Demonstrate comprehensive hands-on AV equipment troubleshooting expertise
  • Experience with equipment support, ideally with Cisco / Polycom equipment
  • Mechanically and electronically inclined
  • Ability to operate tools, components, and peripheral accessories