Job Description

We have a direct opportunity in the City, working under the operational supervision of the Technical Support Team Leader and reporting into the IT Customer Services Manager, the Audio Visual Technician is responsible for providing operational support of the video conferencing rooms/network and its VC peripherals both locally and in conjunction with other offices, following standard operating procedures to support video conferencing software and systems from Cisco, Webex, Zoom and Microsoft Teams. Scheduling and supporting video and audio conferences as required. Acting as a project resource when directed and working closely with their local, regional and global peers to ensure seamless delivery of video conferencing & technology services. As well as providing back-up support and training to the Deskside Support Team, where applicable. Supporting our end users in conjunction with the Firm’s strategic technology goals and initiatives.

Purpose of the Role;
• Provides set-up and support of Audio Visual meetings hosted in the London office VC rooms.
• Works with the business service teams to assist with the planning, coordination and execution of large events.
• Provides technical support for conference rooms at multiple local locations including sound equipment, teleconferencing, video conferencing and other audio visual support as appropriate.
• Monitors video calls for length of meeting, when required, and gives immediate response to connectivity or participant needs.
• Provides hands-on and remote support/troubleshooting integrated video and audio conferencing equipment in conference rooms and mobile environments.
• Gathers information on upcoming video conference prior to start of video conference call.
• Interacts, schedules and works with Audio Visual contractors to troubleshoot and resolve any/all Audio Visual issues.
• Responsible for troubleshooting and maintaining firm standard PCs specifically as it pertains to Audio Visual equipment. Assist with installation and removal of software applications that are Audio Visual related.
• Document and share Audio Visual expertise with departmental colleagues.
• Creates Service Desk tickets with all necessary detail especially if being passed on to other support teams and timely follow-up to all assigned Service Desk tickets.
• Provides recording services for meetings and presentations.
• Interacts directly with users to provide remote – phone based/web based, and or in-room support/troubleshooting for real time and scheduled videoconferences, as well as effective and timely remedy based trouble call management and escalations.
• Maintains inventory of all audio and video equipment and provides maintenance as needed.
• Utilizes Firm ticket tracking system (ServiceNow) for all setups and incidents related to Service Desk requests.
• Assists Desk Side support when available, where applicable.
• Provides on-going training to local IT staff to maintain a high level of knowledge and appropriate backup support.
• Performs other duties as assigned or required to meet Firm goals and objectives.

Experience, skills and personal attributes:
• 24-36 months experience in an Audio Visual Technician role, preferably in a professional services environment.
• Previous Law Firm experience preferred.
• Proficiency in Microsoft Office products
• Comprehensive technical understanding of all AV/VC technologies, specifically: Cisco Video Conferencing systems, Control Hub, Webex, Teams and Zoom.
• Ability to troubleshoot complex technical issues.
• An in-depth knowledge of audio and sound desk related equipment for the production of live/recorded events.
• Understanding of cloud based systems pertaining to the service and delivery of AV technology.
• Strong written and verbal communication skills. Able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors.
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm.
• Ability to work under pressure, meet deadlines with shifting priorities.
• Must be a self-starter with a high level of initiative.
• Strong attention to detail, organizational skills and the ability to handle multiple projects.
• Maintains confidentiality and exercises discretion.
• Exercises solid strategic thinking and problem-solving skills.
• Familiarity with basic network related terminology (e.g. hub, switch, jacks, etc.). Familiarity with diagnosing/resolving basic network related issues and with layout of a typical LAN rack.
• Excellent customer service skills, able to anticipate needs and exercise independent judgment. e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner.
• A team player who encourages other members to provide continuous feedback to each other and share information openly.
• Ability to mentor and direct other team members to ensure the completion of tasks.
• Flexible for overtime with short notice.

Scheduled Hours;
8:00am to 7:00pm based on local / regional needs and dependant on bookings and required support. Flexibility is required in accordance with the needs of the business. (37.5 hour week on a shift basis).
Provide on-call support when required.

Person Specification;
• Educated to degree level. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job.
• Professional Certification and/or experience (e.g. CTS qualification) preferred.
• May require occasional lifting of up to 10Kg.
• May require travel to other offices as needed.