Event & AV services technician Bachelor's degree in computer science, Information Systems, or other related field. Or equivalent work experience. Typically has 5 to 7 years of related work experience. Operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure. Utilize the existing management-tracking tool Service Now for all related incident tracking, service tickets, and change requests. Proficient in Microsoft 365 applications including Microsoft Teams, PowerPoint, and Outlook. Basic understanding of networking and network protocols Extensive knowledge of video infrastructure and endpoint equipment. This includes the configuration and operation of Cisco CUCM, Cisco TMS, Cisco Expressways, Cisco Endpoints, Microsoft Teams Rooms, and Poly Endpoints, Zoom Rooms. Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams. Familiarity of media encoders similar to Wirecast and OBS Understanding of eCDN management and other enterprise video collaboration products and services. Troubleshoot and resolve video conferencing and event service incidents, including RMA's, and hardware/software issues. Process service requests within the Video and Event Services area. Experience with Zoom Meetings and Webinar, Teams Meetings and Teams Live, Cisco WebEx Meetings and Webinar, and other industry-standard meeting platforms. Schedule, setup, and disconnect video conferences for internal and external meetings. Work with 3rd party vendors to troubleshoot issues and perform root cause analysis. Adhering to SLAs and maintain maximum uptime for the video conferencing environment and event services. Conduct equipment audits, as necessary. Follow defined processes and ensure that the processes are adhered to by the team. Advanced technical knowledge of how-to setup, install, troubleshoot connections for audio visual equipment including cameras, microphones, projectors, touchscreens, and monitors. Must be a self-starter with the ability to work independently and as part of a team. Strong time management, prioritization, and analysis skills. Ability to multi-task. Strong written and verbal communication skills and the ability to communicate clearly and professionally with end users, the IT Video Team, Executives, and IT management. Experience operating audio and video equipment for live events such as All Hands and Townhalls Understanding and troubleshooting Crestron, Bi-Amp and Extron, Allen & Heath 30-channel digital mixers for live sound production, Vaddio type video switchers and digital camera equipment, Clear Com type audio device, multi-channel lighting board including lighting presets, PowerPoint, VLC player, PC hardware, and many types of cables, extenders, video and audio peripherals from Shure, Netgear, QSC, Epson and Samsung. Produce Run of Show documents, attendance reports, IT equipment readiness checklist and other items for Audio Video production team. Collaborate with operations and support teams to provide direction/support, streamline processes, improve efficiencies, and enhance the overall user experience.
