Technical Support lll

JOB DESCRIPTION:

Provide world-class concierge level of technical AV and meeting support for executive clients. The position also would also require backup desk side support coverage for tier 1-2 issues.

JOB DUTIES/RESPONSIBILITIES:

Responsible for facilitating all meetings by:

- Communicating closely with executive assistants, meeting coordinators, event planners, and technicians to confirm accuracy of all calendar entries plus telepresence details.
- Daily monitoring of upcoming meetings and AV requests to ensure seamless delivery of requested services.
- Work with clients prior to, the day of, and during events to ensure the proper support and make Real Time adjustments as necessary for coverage.
- Ensure that all audio-visual components are implemented in such a way as to provide a solution that meets the demands, not only of individuals involved, but also the goal(s) of the particular event.
- Setup or modify multi-party teleconferencing with telecom vendor or Microsoft Lync.
- Live monitoring of AV operations during scheduled meetings.

.Support/resolve hardware configuration issues
.Adjust audio video quality controls
.Respond to last minute changes or preferences
.Advance slides, add/drop calls seamlessly

- Verify all conference rooms are kept in appropriate working order:

.Daily room sweeps and testing of CISCO equipment, AV hardware, PC consoles, and cables/adapters - Perform local on-site visits with event planners and or IT Executive Support team to determine AV requirements and setup plans.
- Delivering and supporting backup computers and mobile hardware for meetings:

.PCs, iPhone, Android, MS Surface, battery chargers, and cables

Collaborate with IT infrastructure to ensure the highest level of customer support:

- Coordinate with video services team on repairs, upgrades, and resolutions.
- Act as point of contact for IT Executive Support on all AV upgrades to ensure business requirements are included in plans.
- Participate in conference calls with Video/Teleconferencing teams regarding status of upcoming/on-going work and forward updates to the IT Executive team.

BACKUP TECHNICIAN FOR IT EXECUTIVE SUPPORT - TIER 1 AND 2 ISSUES:

- Troubleshoot/Support PC, OS, mobile device software issues.
- Windows 7/Office 2010: how to support.
- Outlook 2010:

.How to support: meeting invites, shared resources, voting options, etc.
.Configure exchange accounts
.PSTs
.PowerPoint

- How to support: presentation mode.
- Image notebooks and tablet devices.
- Mobile devices:

.iPhone, Android, MS Surface devices
.MDM: MaaS360, TouchDown
.Configure exchange accounts

.Backup to cloud

- Active Directory - add move computer accounts/password unlock.
- LAN Desk - software deployment and installs.

SKILLS:

REQUIRED SKILLS/QUALIFICATIONS:

- A sense of urgency and ability to provide expedited support resolution is critical.
- Must be able to work well in a high pressure environment, manage conflict resolution effectively, and have very strong organizational skills.
- Working knowledge of: AV systems - Cisco video-teleconferencing systems, Polycom devices plus Windows 7, Microsoft Outlook 2010, Lync.