While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.
Responsibilities
* Behaving as an ambassador for the AV Department at all times, including the technical setup, operation, and repair of equipment used to enhance collaborative meetings and live events.
* Prepare meeting rooms for presentations, Video and Audio conferencing, and collaboration.
* Support a wide variety of AV software and hardware.
* Comprehensively troubleshoot a wide range of technology incidents and problems.
* Use Service Desk software to effectively manage all support and service requests.
* Take complete ownership of and resolve all notified support and service issues promptly, courteously, and professionally to agreed service levels (SLAs).
* Keep end‑users fully informed during and at resolution, leaving them assured that they are receiving the best attention.
* Maintain training and support function documentation.
* Effectively communicate with internal customers regarding support issues.
* Maintain an accurate inventory of all AV hardware, firmware, software, and configurations.
* Contribute to the specification and procurement of new hardware and software.
* Monitor and optimise AV system performance.
* Assist in office relocations.
* Leave the support function in such a state that it could easily be picked up by colleagues during an absence.
* Follow appropriate departmental and company procedures and policies (i.e., change control, incident and problem management).
* Monitor performance through the scorecard.
* Hold monthly meetings with on‑site primary contact.
* Report ticket management.
Qualifications
* Previous AV support experience in a concierge service.
* Skilled AV Engineer possessing good interpersonal skills, comfortable with Senior Management.
* Must be smart and confident in their appearance.
* Proven abilities within the AV industry and/or corporate environment for over 5 years.
* Excellent communication and customer service skills.
* Enthusiastic and organised.
* Ability to work under pressure.
* Good knowledge of Crestron, AMX, and RTI.
* Knowledge of Lutron lighting control, Polycom, and MS Teams.
* Firm understanding of networking protocols, RS232, and RS485.
* Good understanding of VOIP telephony and SIP.
* Good understanding of video collaboration and audio conferencing.
Desirable
* Avixa CTS
* Crestron P101
* Extron School of AV
* Cisco CCNA
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