Role- AV Support Technician

Shift timings: 2 pm to 10 pm CST.

Location: Austin, TX.

Key Responsibilities:

• Install, configure, operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure.
• Working knowledge of video infrastructure and endpoint equipment. This includes the configuration and operation of Cisco CUCM, Cisco Expressways, Cisco Endpoints, Poly DMA, DMA Edge, RMX, RPRM, Workflow Server, Poly Cloud CVI, Microsoft Teams Rooms, and Poly Endpoints.

· Understanding and troubleshooting Crestron, Bi-Amp, Extron, 30-channel digital mixers for live sound production, Vaddio type video switchers and digital camera equipment, Clear Com type audio devices, multi-channel lighting board including lighting presets, PowerPoint, VLC player, PC hardware, and many types of cables, extenders, video and audio peripherals from Shure, Netgear, QSC, Epson and Samsung.

· Advanced technical knowledge of how-to setup, install, troubleshoot, and connect audio visual equipment including cameras, microphones, projectors, and monitors.

· Schedule, setup, and disconnect video conferences for internal and external meetings.

· Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams.

· Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests.

· Follow defined processes and ensure that the processes are adhered to by the team.

· Troubleshoot and resolve video conferencing and event service incidents, including RMA’s, and hardware/software issues.

· Maintain currency and provide recommendations for new technologies.

· Work with 3rd party vendors to troubleshoot issues and perform root cause analysis.

· Process service requests within the Video and Event Services area.

· Adhering to SLAs and maintain maximum uptime for the video conferencing environment and event services.

· Strong written and verbal communication skills and the ability to communicate clearly and professionally with end users, the IT Video Team, Executives, and IT management.

· Collaborate with operations and support teams to provide direction/support, streamline processes, improve efficiencies, and enhance the overall user experience.

· Create internal and end-user documentation for supported architecture and operations.

· Produce Run of Show documents, attendance reports, IT equipment readiness checklist and other items for Audio Video production team.

· Provide video conferencing event planning production packets consisting of logistics, test plans, configuration drawings, and other necessary information working with other cross-functional teams.

· Conduct equipment audits, as necessary.

· Must be a self-starter with the ability to work independently and as part of a team.

· Manage multiple deadlines and prioritize projects accordingly.

· Mentoring/Training team members.

· Extensive experience with MS Office including Visio.