Responsibilities
THE ROLE:
We are looking for an adaptive Audio-Visual Operations Engineer to join our team. This role involves supporting a global user facing technology footprint and ensure operational excellence for the service offering. The selected candidate will serve as a subject matter expert in audio visual/collaboration services as well as engaging in video event support where required and targeted project work to ensure ongoing support for larger initiatives. Join us!
THE PERSON:
The ideal candidate will have experience in audio visual centric operations, service delivery, Cisco/Polycom fleet operations and excellent communication abilities, particularly with C-Level executives. This person will thrive in a fast-paced environment and will have a strong bias towards enabling customer success through service delivery.
The person will have excellent team work and collaboration skills with a proven track record of delivering projects on time.
KEY RESPONSIBILITES:
Support and Operations:
Ensure global video fleet is at peak operational health through monitoring and maintenance as required.
Troubleshoot and resolve video conferencing and event service incidents, including RMA’s (return material authorizations), and hardware/software issues.
Manage cloud video interoperability partners (i.e. Pexip, Cisco, Synergy Sky, etc) to ensure appropriate KPIs are met for service success.
Utilize AI tools and related applications to create dashboards and other tools to efficiently report out on success metrics and related KPIs
Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.
Report any Exec and P1/P2 AV issues during a Daily Operations meeting.
Operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure.
New Technologies and Deployments:
Serve as a point of escalation for engineering incidents.
Maintain accurate inventories of service-related products for reference and review.
Plan out yearly refresh and upgrade work with teams according to depreciation schedules and Site Expansion activities.
During the year, maintain a list of Conversion requests, create Utilization Heat Maps and review with VP quarterly for approval
Build global video fleet standards through the following:
- Maintain standard offerings for deployment.
- Define requirements for next generation fleet adaptations.
- Maintain relationships with technology partners and suppliers for implementation.
- Evaluate new technologies for deployment and make recommendations with an AMD-on-AMD mindset.
- Collaborate with teams cross-functionally to ensure successful delivery of projects and services.
- Assist in project related tasks and deliverables to drive solutions to completion.
- Provide feedback to senior management/C-suite on projects and process improvements.
- Identify incident trends; recommend and implement solutions to reduce volume.
- Vendor management in support of project and service deliverables.
- Leverage AI wherever possible to increase efficiency and build adaptive solutions.
- Collaborate with operations and support teams to provide direction/support, streamline processes, improve efficiency, and enhance the overall user experience.
- Plan out yearly refresh and upgrade work with teams according to depreciation schedules and Site Expansion activities.
- During the year, maintain a list of Conversion requests, create Utilization Heat Maps and review with VP quarterly for approval
- Evaluate new technologies for deployment and make recommendations with an AMD-on-AMD mindset.
- Collaborate with teams cross-functionally to ensure successful delivery of projects and services.
- Assist in project related tasks and deliverables to drive solutions to completion.
- Provide feedback to senior management/C-suite on projects and process improvements.
- Identify incident trends; recommend and implement solutions to reduce volume.
- Build rapport of innovation within our organization and cross functionally.
- Seek out customer feedback for road maps.
- Foster a team culture that promotes knowledge sharing, excellence, and collaboration.
- PREFERRED EXPERIENCE: Operational focus in a fast paced, best in class, technology support function.
- Extensive project management experience and a focus on delivery.
- Strong presentation skills.
- Experience with AI technologies and applications for enablement and reporting.
- Experience with the following vendors and process management in these focus areas: Cisco/Polycom video endpoints
- Webex Control Hub/Poly Lens management platforms
- Zoom meetings and webinars
- Vyopta and Thousand Eyes video monitoring platforms
- Splunk data collection services
- Crestron and Extron video
- Crestron, Extron and QSC control systems
- Biamp, QSC and Extron audio workflows
- Shure wireless and installed microphone systems
- Sony, Samsung, and related display vendors.
- Megapixel, Sony, Nova star video wall products.
- Experience with video support and engineering efforts.
- Experience with process management, implementation and development.
- Experience in dashboarding and data metrology.
- Experience with programming languages such as Python, C/C+, SIMPL, Lua and others a plus.
- Proven experience in C-Level interactions.
- ACADEMIC CREDENTIALS: Bachelor’s/Master’s degree in Computer Science or related field strongly preferred
- This role is not eligible for visa sponsorship.
Qualifications
