A/V Tech London

Dabster Systems ,
London, Greater London
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Job Description

The VIP support role works directly with client leadership team to assist in resolving IT desktop and AV technical issues or concerns. Provide white glove level of support and communication to VIP's and their executive assistants. The applicant must be able to manage & support specifically in the area of Video Conferencing solution & ability to interact with the client teams to understand business requirement which will be both functional and technical. Desire to be hands-on experience with Video equipment's and endpoints. PRIMARY RESPONSIBILITIES: Act as the primary point of contact for the client Leadership team and the Executive Assistants who support them Independently resolve desktop and AV problems as required in both critical and non-critical situations. Preventative maintenance to resolve problem or identify resolution to appropriate vendor or manufacturer Maintain excellent relationships with client leadership team and their assistants Responsible for maintaining and L2 support for the audio and video conferencing infrastructure of the client which includes Cisco WebEx, Polycom Devices and endpoints. Provide Technical support for all special events, meetings and seminars. (Webcast, teleconferencing) Prepare and operate all audio-visual media support technologies & Projector Manager for upgrading conference rooms and meeting rooms. Keeping the current Inventory & software for all video conferencing units and EUC devices Manage conferencing related devices including Crestron, Extron, Condeco etc. & Manage Digital Signage and device and content management for the same. At times, will be required to support of client meetings remote and local and events including functionality and use of audio visual and presentation technologies via Skype Broadcast, may include occasional travel. Coordinate with Customer staff to determine AV/V and basic infrastructure requirements for any new conference room or media design Interact with Help Desk ticketing system to respond to end user requests. Gathering of data from support procedures, customer ticketing system, and other sources. Training end users on how to operate the Video endpoints with features and functionality and provide documentation. REQUIREMENTS: High troubleshooting skills to resolve Level 1-2 Incidents with probable solutions Videoconferencing experience including operation, call set-up and equipment troubleshooting (Cisco WebEx, Polycom, Microsoft Skype, etc.) Hands on experience working in a white glove VIP environment Extensive knowledge in Microsoft Windows 7/10 and O365 Experience supporting, scheduling and facilitating multimedia and VTC conference rooms and meetings Working knowledge of Polycom HDX & VSX endpoint Knowledge on ITIL process like SLA management with detailed understanding on classification of (P1, P2, P3, P4) Incidents(tickets ), Change management . ADDITIONAL DESIRED TECHNOLOGY EXPERIENCE: * Video Conference : Polycom, Tandberg, Telepresence * Display : Samsung, LG, Sanyo, Client, NEC, Sony Projectors : Christie, Projection Design, Barco, Client, JVC, Epson, Sony, Sanyo, Dell, In-focus, Canon * SIP & H.323 Troubleshooting (Debug Level) * Understanding Cisco CUCM/VCS & Polycom DMA Traces * Understanding Packet Captures * LAN/WAN Understanding * MAC OS PROFESSIONAL SKILL REQUIREMENT * Bachelor's / Any equivalent degree in related field or equivalent experience. * A/V Management & support experience of at least 3-4 years. * Excellent communications & presentation skills * Trend analysis and performance reporting to project leads and leadership * Problem solving and conflict management Ability to work effectively in a remote, virtual, global environment

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