Job Description

We have a new opportunity for an AV Systems Analyst based at our client's London office who will be responsible for providing AV services and high level meeting room support.

As a member of the Global Audio Visual Services team in the Information Technology Department, this involves taking ownership of requests and incidents that have been assigned to our client’s AV Team for the delivery resolution of service.

The role will be based out of and primarily support our client’s London office while sometimes remotely assisting other offices that do not have a dedicated AV Team.

Key Responsibilities:

• AV meeting room and event support.
• Manage meeting requests from initial request acceptance, planning/coordination, scheduling, setup, operating, and striking.
• Actively monitor AV inbox to ensure all requests are actioned in a timely manner.
• Address incidents that are raised to their AV team and proactively take steps to improve.
• Proactively suggest improvements to existing processes or suggest new processes.
• Coordinate, schedule, launch, operate/manage and troubleshoot cloud collaboration services (e.g., Zoom, MS Teams, Webex, etc.).
• Administration of cloud collaboration services (e.g. Zoom, MS Teams, Webex) as service owners.
• Enter requests, incidents, work performed, etc. into IT ticketing system.
• Troubleshooting and resolve AV systems and service faults with escalation in rare instances when required.
• Effectively and professionally communicate and coordinate with their teammates, lawyers, business services employees, customers, and outside vendors and contractors as required in delivery of AV service.
• Support projects such as new buildouts, new AV kit implementation, proof of concepts, testing of potential technology, IT projects that may impact AV systems/services, etc. as needed.
• Work closely with various teams and users across the firm in the seamless delivery of AV services such as their Customer Host, Conference Center, Conference Services, Event Services, Facilities, IT Infrastructure, and other teams.
• Providing lead and/or backup support for firm-wide multi-point video conferences, which may include consulting with their lawyers, business services employees, customers, and vendors to determine requirements, and monitoring meetings as required.
• Perform all functions related to AV media recording and duplication, including basic AV editing and accurate media labeling.
• Maintain a thorough inventory of AV equipment and supplies, and monitoring the repair and replacement of non-working, damaged and/or obsolete equipment to including organizing AV storage space.
• Organizing, clean, and keep AV equipment and storage locations orderly and maintained.
• Interacting with their partners, lawyers, business services employees, office administrators, and customers, and providing individual instruction/support in equipment setup and operation.

Person Specification

Qualification and Experience:

• 2 to 4 year’s experience providing front line AV service to users in conference rooms and through cloud services (e.g., Zoom, MS Teams, Webex, etc.) or equivalent.

Preferred:

• Experience administering and managing cloud collaboration technology, primarily Zoom and MS Teams.
• Experience working with conference room booking and IT ticketing systems.
• Experience using Cisco TMS, Zoom Device Management.
• CTS and/or other AV industry or technology certification.
• Law firm experience.
• Experience supporting day to day meeting and event audio/visual support in a corporate or professional services environment.
• Experience managing large customer events in dedicated event spaces such as an Auditorium.
• Experience with Adobe Premiere video editing suite.

General Attributes:

• Ability to work in a highly demanding, fast-paced, and evolving work environment.
• Ability to work independently and with minimal supervision on assigned tasks to include resolving problems.
• Ability to proactively work through responsibilities of team with minimal supervision.
• Ability for flexibility to work outside of core hours when needed. As an office essential employee, this role generally is needed in the office during times when other roles may not be essential such as special events, breakfast or evening meetings, inclement weather, some holidays or weekends.
• Ability to lift, transfer, and assemble computer and AV equipment, including monitors, which may weigh up to 40 pounds.
• Excellent verbal and written communication to provide customer service in person, by email, chat, and phone with a high degree of professionalism and clarity.
• Demonstrable technical understanding of conference room solutions, AV system routing, AV technologies, and troubleshooting AV and connectivity issues.
• Demonstrable understanding and providing AV service through cloud-based collaboration solutions such as Zoom, MS Teams, and Webex.
• Demonstrable working knowledge of personal computers, Microsoft Office Suite, and media presentation software (e.g., PowerPoint).
• Demonstrable understanding of LAN, WAN, Wi-Fi, and network principles in the delivery of AV service.
• Ability to operate and provide service using Windows, Apple, Crestron, BiAmp, Shure, and Cisco devices and products.
• Ability to perform all functions related to audio/video media editing and duplication.