Senior Tech Support Rep, AV - Executive Support Viacom
New York, NY

Job Description

Overview and Responsibilities

The Senior AV Executive Support Technician reports to the Director of Audio Visual, and is responsible for the daily AV customer support, operations, maintenance for all Executive Conference Rooms, Offices, and Executive Events for Viacom. You should have strong Executive people skills, including the ability to communicate effectively with customers, partners, and upper management conveying technical audio-visual information in an understandable manner to non-technical Exec Support personnel.

Responsibilities and Requirements:

* Experience in White Glove AV Support for High Executive Level / VIP AV Services.
* You will manage daily executive style events such as Executive dining room events; Executive boardroom Meetings; Live Executive Amphitheater Events; cloud video conferencing (i.e. BlueJeans).
* You will support the latest video-conference technologies and be responsible for the flawless delivery of audio-visual events, including live streaming and multi-point video-conference.
* You will work with diverse audiences at the Executive level, third party service providers, corporate groups, etc., and need to have the communication skills to match.
* Familiar with ticketing system technologies like ServiceNow to record and document incident requests per standard Service Desk procedure
* Diagnose and Repair client AV devices and peripherals, and Resolve incidents, completing requests in a timely and courteous manner.
* Maintain strong knowledge of IT/AV initiatives, as well as the highest level of confidentiality, integrity, and professionalism.
* Self-starter who is able to take control of a situation and be viewed as an excellent Audio-Visual resource.
* Able to handle crisis situations that may involve technically challenging issues.
* Install, configures, and fixes Audio Visual Equipment.
* Maintains current infrastructure and responds to issues as they arise
* Knowledge of audio mixing consoles, wireless microphones.
* Performs quality assurance testing. Installs software, including firmware upgrades.
* Maintain parts and supplies needed to ensure daily tasks and projects can be completed, and works across departments to execute on projects.
* On-call availability to provide off hours support, as needed, and you may be called in during critical issues while out of office.
* Follows up with the customer to ensure problems have been addressed successfully.
* Provides ongoing support and troubleshooting for installed technical solutions.
* Demonstrates excellent troubleshooting and problem-solving skills.
* Daily monitoring and handling of trouble tickets.
* May include travel.

Basic Qualifications

* At least 5 years' experience working with audio visual systems with a minimum of 3 years experience as a Senior AV Executive Support Technician.
* Possesses seasoned expertise of the standard hardware and software in a professional AV infrastructure, and an area of specialized expertise where they can be a resource to other technical support team members.
* Demonstrates understanding of what constitutes standard methodologies for AV within the entertainment industry as it relates to optimizing productivity. Works to assess the customer's comfort level with AV technology and may have to manage their anxiety and stress.
* Can assess and resolve nearly all standard and many non-standard complex AV problems, including those raised by the team.
* Mac and PC Literate.
* Ability to lift heavy equipment, which may weigh more than 40 pounds.

Additional Qualifications

* Engenders confidence in customers during the most sensitive critical issues and situations.
* Sound understanding of Cisco Endpoints and interoperability within a corporate environment.
* You have the ability to execute creatively while working under constraints.
* Possesses a seasoned understanding of general AV guidelines.
* Knowledge of sound reinforcement standard methodologies.
* Capacity to evaluate and resolve problems before deadlines.
* Has strong orientation towards customer service.
* AV Project Management and Previous AV Exec production experience a plus (CTS a plus).
* Able to work with electricians, networking, and telecom while being professional and helpful.
* Possesses in depth knowledge of Audio-Visual Conference Room design.
* General understanding of network connectivity and infrastructure.
* Able to follow signal flows and build to specifications.
* B.A. / B.S. in a technology science related field a plus.

Responsibilities The Senior AV Executive Support Technician reports to the Director of Audio Visual, and is responsible for the daily AV customer support, operations, maintenance for all Executive Conference Rooms, Offices, and Executive Events for Viacom. You should have strong Executive people skills, including the ability to communicate effectively with customers, partners, and upper management conveying technical audio-visual information in an understandable manner to non-technical Exec Support personnel. Responsibilities and Requirements: - Experience in White Glove AV Support for High Executive Level / VIP AV Services. - You will manage daily executive style events such as Executive dining room events; Executive boardroom Meetings; Live Executive Amphitheater Events; cloud video conferencing (i.e. BlueJeans). - You will support the latest video-conference technologies and be responsible for the flawless delivery of audio-visual events, including live streaming and multi-point video-conference. - You will work with diverse audiences at the Executive level, third party service providers, corporate groups, etc., and need to have the communication skills to match. - Familiar with ticketing system technologies like ServiceNow to record and document incident requests per standard Service Desk procedure - Diagnose and Repair client AV devices and peripherals, and Resolve incidents, completing requests in a timely and courteous manner. - Maintain strong knowledge of IT/AV initiatives, as well as the highest level of confidentiality, integrity, and professionalism. - Self-starter who is able to take control of a situation and be viewed as an excellent Audio-Visual resource. - Able to handle crisis situations that may involve technically challenging issues. - Install, configures, and fixes Audio Visual Equipment. - Maintains current infrastructure and responds to issues as they arise - Knowledge of audio mixing consoles, wireless microphones. - Performs quality assurance testing. Installs software, including firmware upgrades. - Maintain parts and supplies needed to ensure daily tasks and projects can be completed, and works across departments to execute on projects. - On-call availability to provide off hours support, as needed, and you may be called in during critical issues while out of office. - Follows up with the customer to ensure problems have been addressed successfully. - Provides ongoing support and troubleshooting for installed technical solutions. - Demonstrates excellent troubleshooting and problem-solving skills. - Daily monitoring and handling of trouble tickets. - May include travel.