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Key Responsibilities;
Building and maintaining strong working relationships with clients, technical teams, and internal event team.
1st line onsite technical support for all service users.
Ensure all tickets are tracked in real time via client in house ticketing system.
Assist with meeting room bookings via ticketing system.
Work alongside TSDM to developing site documentation for fault triage and escalations through to helpdesk.
Work alongside TSDM for coordinating and manage repairs via helpdesk teams.
Work alongside TSDM for coordination and ownership of software / firmware upgrades / processes (Polycom / Intevi).
Manage critical spares stock report for site.
Work alongside TSDM for Implement / manage PMV plans.
Manage Auditorium space and support events as required.
Manage technicians to deliver events.
Work alongside Events team and other stakeholders to deliver large events.
Assist with the setting up and supporting of presentations / conferences across the estate.
Provide white glove / meet and greet service that manages technical logistics for large complex events, town halls, special events, and VIPs video meeting.
Generate daily reports and contact VIP clients to establish full nature of meeting and event requirements (as required).
Daily checks / ad-hoc testing across all event and Key meeting room spaces.
Liaise with and Manage 3rd party suppliers.
Be fully competent in digital AV environments. IT literate, understand network architecture and structured cabling.
Identify 3rd parties service providers, i.e. Facilities, M&E, IT etc. and formalize support models across the groups.
Work together with AV Ops Manager to provide onsite service deliverables.
Proactively train and support end users where required.
Ability to multitask and work under pressure to strict deadlines.
Always remain client facing and calm under pressure.
Any other responsibilities as requested by the AV Operations Manager.
Provide a communication point for the team and provide a proactive feedback process between the technicians and management.
Ensuring the on-site and FTS technicians are fully trained based on the Training Matrix.
Providing support / guidance for the Help Desk Coordinator when business requires.
Attend various meetings and action/communicate instructions.
Desirable skills
Demonstrate an aptitude towards providing a high level of customer service.
Well organised and flexible and to be able to approach different tasks during the working day.
Willing to undertake training and examinations to improve their technical knowledge.
Working knowledge of Audio-Visual technologies including:
Crestron: digital matrix, control systems, control panels
Christie Spyders
Q-sys
Polycom Video Conferencing
Skype for Business functionality and troubleshooting.
