It's more than just a career!

YOUR JOB RESPONSIBILITIES

• Provides and coordinates onsite support and servicing of all facets of Neat, Zoom and AV rooms.  
• Proactive daily monitoring and checks of NAB AV systems, Zoom and platforms, & Digital Media via health checks, dashboards and alerting.
• Facilitation and support of day-to-day BAU operations for all VC, AV, & Digital Media services, including support and maintenance of premium spaces.
• Coordination and support of the Digital Media service including registration, onboarding and set up of new digital media players, as well as management and monitoring of devices via the Appspace Cloud portal.
• Provide onsite and remote support for all facets of Zoom Meetings, Webinars and Events.
• Provide in room planning, set-up and operation of various meeting room equipment for events. This includes hybrid events using in room equipment and the Zoom services above.  
• Provide training, create documentation and training material for Zoom AV events and other VC related components.
• Support successful resolution of high, medium and low severity problems
• Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions
• Facilitate and maintain regular cadence of production fleet software, hardware, firmware and application updates to ensure currency of technology.
• Offers expertise of high, medium and low severity issues. Troubleshooting and resolution of incidents, communication and co-ordination.  
• Understands the end-to-end (E2E) technical service(s) including dependent components and infrastructure for Zoom, AV & DMS.
• Provide and facilitate 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. All within agreed SLAs.
• Reports, investigation and remediation activities captured following major events including post incident reviews and post change reviews.
• Coordinate and provide training, create documentation and training material for Zoom rooms, Zoom AV events, DMS, and other VC related components.
• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with the business, customers, team members, other internal support teams, and escalations to third party suppliers and integrators.
• Assist 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, Cisco, Neat and AV and Digital Media products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.
• Provide support and coordination to Projects in the successful implementation of AV, VC & DMS solutions including testing and commissioning of new rooms and hardware.
• Lead and provide onsite training and guidance for use of Zoom rooms AV equipment for general users, Property and key stakeholders.
• Stakeholder Management & management of stakeholder expectations.
• Assist in the development of pro-active improvements to the Services.
• Create, maintain and manage internal team intranet pages, processes, technical documentation, standard operating procedures, KB articles and team templates.
• Coordinate and conduct business verification testing as part of internal IT changes.
• Flexible approach to ad-hoc tasks requested by AV, VC and DMS management team.

YOUR SKILLS AND EXPERIENCE

• 4+ years’ experience supporting services to large scale enterprise, preferably with AV solutions (Video, Web and Audio Conferencing) and/or Digital Media services
• 4+ 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
• Strong ability to create and document processes, standard operating procedures, technical documentation, and training material and user guides
• Knowledge of audio visual, video conferencing and digital media services
• Support and Deployment experience with Cisco, Zoom, Neat, Polycom or similar video infrastructure
• Experience in using ServiceNow for incident, change and request management.
• Lead and coordinate the day-to-day BAU activities and service improvements across the team
• 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 suite products
• Strong awareness and understanding of hardware, networks, software technologies and applications
• Relevant industry certifications desirable
• Strong business communication and interpersonal skills
• Proven ability to remain flexible to deliver business outcomes
• Tertiary qualification in a Technology discipline or related field desirable

THE BENEFITS AND PERKS