IT Service Specialist II

2 months ago

Redwood City, United States Tailored Management Full time
Job Title: IT Specialist II
Location: 209 Redwood Shores Parkway, Redwood City, CA 94065
Hours: Monday - Friday 8:30AM to 5:30PM PDT
Compensation: $38.00/hr

General Description
A full time, mostly site-specific position focused on AV solutions and support for our infrastructure, meetings, and events. Support and maintain in-house AV systems, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance and uptime. Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. Identify areas for automation within EAIT and focus on design, development, and evaluation of automation. Contribute to the operations, support, and continuing development of event AV and meeting room systems and technologies. This position is to participate in IT communities focused on future standards and knowledge sharing.

Key Skills & Responsibilities
  • Provide exceptional AV support and a white glove service to our customers, primarily focused on C-Level, Executives, and other VIPs, for end-user meetings, conferences, and events.
  • Perform analysis and diagnosis of complex AV issues for end users as well as our infrastructure and recommend and implement solutions.
  • Perform routine preventive maintenance and maintain functional aspects of A/V systems, ensuring a ready to use state.
  • Evaluate, prioritize, and respond to service requests with a resolution.
  • Build and maintain proactive relationships with key stakeholders (including C-Level, Executives and VIPs) within company business units that we support and work with, ensuring business objectives are met.
  • Place and escalate vendor service calls when necessary to resolve hardware or software failures.
  • Knowledge, understanding, and hands-on experience of video conferencing including support for Zoom conference calls and webinars.
  • Knowledge of production equipment and broadcast.
  • Understanding of production terms and roles within live events, including A1, V1, Technical Director.
  • Operating audio and video equipment during live and hybrid events (including Digital audio Mixers, wireless microphone management, screen switching, PTZ cameras, Lighting control, content management, remote participant management, etc.)
  • Familiarity with product lines including Crestron, Extron, Samsung, BiAmp, Clearone, QSC / Q-SYS, D&B sound system, Shure, Yamaha CL5, Barco (E2), High End Systems, Neat, Poly, Cisco, BrightSign, etc.
  • Perform analysis and diagnosis of complex AV issues, demonstrating expertise in AV signal flow and systemic troubleshooting methods to efficiently identify root cause and resolve issues for end users as well as our infrastructure, and recommend and implement solutions.
  • Familiarity/certification with IP network audio systems (such as Dante).
  • Provide support and training on meeting rooms, AV systems, and tools to people with varying levels of technical proficiency.
  • Maintain, refine, and create AV systems documentation in Google Drive, Teams, etc.
  • Identify opportunities to improve existing processes through refinement and/or automation.
  • Ensure compliance with company processes, methods, and procedures.
  • Comfortable working with other trades and mentoring less experienced technicians.
  • Valuing being a part of a best-in-class service team.

Required Qualifications
  • Bachelor's degree or professional training/certifications related to areas of responsibilities or equivalent work experience.
  • 5+ years of experience in all aspects of professional AV support.
  • Experienced in AV design engineering.
  • Strong experience with audio and video conferencing technologies.
  • Superior client relationship management (i.e. exhibiting the ability to create an atmosphere of tension relief during high stress encounters).
  • Troubleshooting and support experience with AVoIP, DSP, control, digital signage and video wall systems.
  • Excellent communications and client service skills, with consistent follow-through.
  • CTS Certification
  • Understanding of development and consumer game consoles.
  • Ability to coordinate and communicate at all levels within the organization.
  • Ability to manage vendors and ensure deliverables are met.
  • Tech Savvy - Ability and passion for learning new technology and tools.
  • Excellent Customer Support skills - A drive to help end-users get what they need to do their jobs the best they can.
  • Prioritization Skills - The ability to analyze requests and prioritize them based on impact
  • Self-starter, self-motivated, able to work under minimal supervision.
  • Remote/On-site flexibility.
  • Able to lift 50 lbs.

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