Job Description

To lead on and be responsible for the delivery of comprehensive, efficient and error free service provision that meets the needs of the firm, covering both internal / external clients within client facing and internal meeting rooms within Glasgow.

To provide senior cover and remote support for the Aberdeen, Belfast, Dublin and Edinburgh offices, offering expert knowledge and advice and act as the go to person for all aspects of AV services

To lead on and be responsible for the delivery of comprehensive, efficient and error free service provision that meets the needs of the firm, covering both internal / external clients within client facing and internal meeting rooms within Glasgow.

To provide senior cover and remote support for the Aberdeen, Belfast, Dublin and Edinburgh offices, offering expert knowledge and advice and act as the go to person for all aspects of AV services

Main duties and responsibilities

In relation to those offices under remit:
- Assist with the on-going review of the Audio Visual Service provision to identify areas of improvement and achieve the optimum balance and integration of service across the offices, devising and implementing appropriate changes whilst ensuring client/customer needs are fully met.
- Set up, prepare, configure, test, monitor, and troubleshoot teleconferencing equipment, multimedia devices, televisions, monitors, projectors, recording equipment, speaker sets, digital cameras/camcorders, and other presentation equipment for meetings and events dealing with all technical aspects.
- Receive and respond to incoming calls, alerts and/or e-mails regarding AV software/hardware problems within recognised timeframes.
- Perform onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users, and recommend and implement corrective solutions, including offsite repair as needed.
- Document instances of AV equipment failure, repair, installation, and removal.
- Build and maintain a spare parts inventory for all AV equipment.
- Complete annual planned maintenance review of all AV equipment.
- Handle incoming booking requests for AV equipment and setup in conjunction with the local client services teams.
- Troubleshoot AV issues using the appropriate testing tools; make basic repairs as necessary.
- Tag or label AV equipment owned by the organization; periodically audit inventories to mitigate risk of damage or theft.
- Train, develop and support Client Services Coordinators and IT support to enable their on-going ability and competency to deliver the AV services per office.
- Develop effective customer (Legal/Partners, Facilities, IT, Events and Marketing) relationships, acting as the key point of contact, initially meeting and discussing AV/VC requirements, organising and preparing equipment and presentation proceedings, supporting such presentations as required, trouble shooting defects and providing first line breakdown and basic maintenance support of AV equipment.
- Deal with and diffuse any potential complaints arising from technical issues pertaining to the AV services. Ensuring that any issue is followed up and resolved successfully.
- Collaborate with organisational policy-makers to establish and enforce proper AV practices and procedures
- Assess the AV Services performance and perception, including regular client/customer feedback, preparing appropriate analysis reports on a quarterly basis.
- Develop opportunities within the AV Services to add value, working closely with Facilities team and support departments and suppliers as required.
- To play a full and proactive part in the overall development of AV services, contributing to proposals for innovative ways of delivering services with progressive service and efficiency improvements.
- Provide on-going training to internal staff and assist with preparing training material.
- Work within the adopted by the firm's policies in respect of Change Control, asset maintenance, logging of and escalation of incidents.
- Cover the roles of Client Services Coordinators across Glasgow and Edinburgh during periods of absence, to include: meeting room layout changes, moving furniture, setting up flip charts and other equipment.
- Any other duties as required by the Audio Visual Team Leader or Head of Client Services.

Person Specification

Qualifications
- Preferably qualified to NVQ level 3/ONC (or equivalent) in a relevant technical discipline.
- Previous practical experience in an AV or IT/communications environment.
Relevant Experience
- Advanced knowledge of WAN/LAN products, together with management, support and installation experience of VPN based services
- Advanced understanding of current telecommunications technology, with specific reference to VoIP and unified messaging technologies
- Good understanding of design principles for Server / SAN architectures
- Knowledge of desktop operating systems and application deployment techniques
- Understanding and ability to support telephone systems, mobile connectivity /communications, programming and operation
- Must have a demonstrable track record of the following technical skills encompassing hardware, software applications and communications:
- Previous experience of fault / problem resolution within a desk side Windows domain networked environment
- Advanced level of technical competence in all relevant subject areas
- Must be IT literate to a high level, numerate and have well developed presentation skills

Key Skills
Should have a good understanding of:
- All aspects of Audio Visual Service best practice, including Health & Safety;
- Data/LCD & HD projection, sound, integrated control systems and video conferencing, telephone conferencing equipment and presentation software and set-up (including MS PowerPoint, Mac technology and Mac Software);
- ISDN, VoIP and other telecommunications networks and equipment;
- Current service suppliers and equipment in the marketplace and latest technological advances and innovations.
- Excellent technical knowledge of teleconferencing, presentation, and other AV hardware.
- Comprehensive hands-on AV equipment troubleshooting experience.
- Extensive equipment support experience ideally with Tandberg / PolyCom equipment.
- Good knowledge of current network protocols, operating systems, software, and standards.
- Mechanically and electronically inclined.
- Ability to operate tools, components, and peripheral accessories.
- Able to read and understand technical manuals, procedural documentation, and OEM guides.
- Undertake network patching.

Personal Qualities / Behaviours

Must be able to demonstrate the following personal attributes:
Achievement Drive
- Sets challenging performance standards and objectives for self.
- Consistently exceeds performance expectations
- Seeks and accepts additional responsibility to enhance overall performance of teams
- Able to demonstrate a proven track record of achievement drive in facing challenges and achieving excellence
- Self-motivated and confident
- A team player who is able to act on instructions.

Committed to Highest Level of Customer Service
- Commitment to customer service
- Demonstrates a real desire to anticipate customers' needs by going beyond the routine provision of service
- Responds quickly and positively to the needs and requests from customers with the ability to prioritise workload based on customer requirements
- Able to engender amongst the team the desire to heighten customer satisfaction
- Develops innovative approach to improve long term levels of service delivery
Development of Services
- Sense of vision and broader awareness of service potential and actively seeks and identifies opportunities to develop services
- Ability to express ideas or facts in a clear and concise manner and to convince others of own expressed view
- Ability to generate imaginative solutions in a business situation

Effective Decision Making
- Handles problems by actively identifying practical solutions that suit customer requirements
- Anticipates problems and takes preventative action
- When making decisions, assesses all options and selects the most appropriate given customer and business needs
- Constructively challenges traditional systems and methods in the long term interests of the firm
- Makes decisions in a timely manner

Learning from Experience
- Develops and maintains in-depth knowledge and skills required for enhanced performance
- Seeks ongoing feedback (positive and negative) and acts on it
- Constantly solicits a wide variety of experiences to develop understanding of the technical requirements

Communication
- Keeps people well informed and up-to-date on information in order to achieve objectives
- Literate with the ability to communicate clearly and concisely to ensure understanding
- Capable of communicating effectively at all levels