Job summary

The audio visual support analysts primary function is to support the provide high-level AV services & technical support to all UK supported locations. Technical management of AV estate, onsite in London and remotely for other sites.

Key skills required for this role

Audio Visual Support Analyst

Important

Audio Visual Support Analyst

Job description

ROLE SUMMARY

What are the key objectives and expectations from this role?

The audio visual support analysts primary function is to support the provide high-level AV services & technical support to all UK supported locations. Technical management of AV estate, onsite in London and remotely for other sites.

Delivering a world class user experience, for events, in house, virtual and hybrid.

The position also involves a high degree of exposure, working with senior management teams to deliver real time AV services and incident management in line with existing SLA's

Leading all aspects of audio visual support, including rota management, and people management to ensure an always available service.

What is the direct impact of this role on the team or organization?

Responsible to ensure the smooth running audio visual equipment and events, seen as a trusted advisor to management.

ACCOUNTABILITIES

• Provides operational, maintenance, repair, troubleshooting, and advanced level support for a wide variety of established and emerging AV, MS Teams, and media technology systems across the organization.
• Serve as Tier II AV/IT technical expert and escalation resource for live events (including virtual, hybrid, and in person meetings), system diagnostics and proactive room checks.
• Identifies customer system issues and requests; prioritizes; and promptly resolves problems, ensures service levels and quality control standards are followed.
• Creates necessary system documentation/feedback/training for new and existing AV systems. Manages system upgrades and circulates new and revised training documents.
• Project management activities around new facilities, adds, removes and changes; and manages contracted services for special company events.
• Operates as member of larger IT Service Delivery team and works on cross-functional initiatives.

• Collaborate with vendors and external service providers to resolve technical issues and implement system upgrades.
• Proactively monitor and manage system performance, security, and data integrity to ensure smooth operations.
• Maintain flexible working hours to support early morning and late evening coverage, as well as on call rotation and occasional holidays.

• Maintains a list of AV assets across the UK estate,
• Support and maintain MS Teams telephony across the UK

• Must adapt and quickly adjust to changing requirements, schedules and priorities.
• Stay up to date with emerging technologies, industry trends, and best practices in IT support and services.
• Provide event support during executive meetings and smaller meetings
• Assist with projects as assigned.

EXPERIENCE, SKILLS, KNOWLEDGE

ESSENTIAL -

Experience Required

• Experience providing C-Suite level IT support
• Certified technology specialist certification required
• Audio Visual event setup and support experience
• Minimal 7 years' experience in a technical support role
• Excellent customer service skills, complimented by an ability to interpret and respond to customer issues

Technical / Functional / Leadership Skills Required

• Microsoft 365 Suite
• MS Teams, hardware and software
• Windows 11
• Video Conferencing software, Cisco Webex, Zoom
• Apple iOS and OSX
• vMix
• Digital Signage, and CMS
• Video distribution

Education / Qualifications / Certifications Required

• AV industry certifications (Extron, Biamp, Crestron etc)