Technical Support Engineer

Overview

Job Title:

Audio Visual and Event Management Support Technician

Location:

Norcross, GA, 30071

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.

• 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 (e.g., Zoom, Media platform)
• 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

• 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 such as Zoom, Cisco Web Ex, and other collaboration platforms
• Ability to work independently and self-directed, and within a team
• Experience training and mentoring new IT Support personnel
• Strong organizational skills and excellent verbal and written communication skills
• Experience with meeting collaboration software and systems;
  Zoom, Poly, Logi and Neat experience desired
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to solve practical…