Multimedia Support Specialist

2 weeks ago

Raritan, New Jersey, United States New Era Technology company Full time

About New Era Technology:
New Era Technology is a leading global provider of technology solutions, employing over 4,500 professionals across various locations worldwide. Our services encompass Cloud, Managed, Professional, and Security solutions, while we also specialize in Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety services for more than 14,500 clients globally.

Our Mission:
We are committed to delivering and supporting technology solutions that securely connect individuals, locations, and information. Our team is composed of passionate professionals who share a unified vision and values.

Why Join Us:
At New Era Technology, you will collaborate with a talented team of industry-certified experts who are encouraged to innovate and challenge the status quo. We offer competitive benefits, ongoing training, and certification opportunities. Our organization empowers businesses to adapt to the evolving workplace landscape, providing flexible and effective solutions.

Work Environment:
We foster a team-oriented culture and a positive atmosphere, driven by a commitment to exceptional service for our clients. We believe that investing in our employees is crucial for professional growth and delivering outstanding customer experiences.

Position Overview:
We are currently seeking a Multimedia Support Specialist to assist in a Global Network Infrastructure setting. The ideal candidate will possess 5 to 7 years of relevant experience in supporting, maintaining, and troubleshooting audiovisual and videoconferencing equipment.

Key Responsibilities:

  • Transport, set up, and install media equipment and audiovisual support tools, including speakers, monitors, and cameras.
  • Ensure client satisfaction by managing equipment issues and executing seamless events.
  • Act as the primary contact for client AV service vendors, coordinating integration points related to audiovisual systems.
  • Conduct advanced troubleshooting during conference setups, ensuring compliance with standard operating procedures.
  • Manage and maintain AV equipment in integrated conference rooms.
  • Address service requests, including control systems and matrix switchers.
  • Diagnose and coordinate repairs for equipment and systems.
  • Create and manage trouble tickets while monitoring the support queue.
  • Evaluate the business impact of significant outages and collaborate with engineers for solutions.
  • Provide training and support to end users on audiovisual systems.
  • Maintain an inventory of AV rooms and equipment.
  • Ensure compliance with standard operating procedures through regular maintenance checks.
  • Coordinate audiovisual activities with other departments as necessary.
  • Install portable videoconference and non-integrated AV hardware.
  • Offer technical consultation and support for video conferencing operations.
  • Recommend improvements to enhance performance and efficiency.
  • Provide coverage during scheduled absences and additional event support as needed.
  • Support ITIL Infrastructure Management activities related to Incident, Problem, Change, and Configuration Management.
  • Interpret electronic schematics and architectural blueprints.
  • Provide field service support for AV/VTC endpoints and infrastructure.
  • Complete service tasks efficiently and with quality.
  • Train and support junior service technicians.
  • Adhere to OSHA standards and ensure compliance.

Qualifications:

  • Minimum of 5 years of relevant experience.
  • Technical support background in audiovisual and videoconference services.
  • Experience in collaborative environments promoting teamwork.
  • Ability to build user stories and define technical requirements.

Skills:

  • Excellent client-focused communication skills.
  • Strong organizational and collaborative abilities.
  • Ability to manage multiple tasks and coordinate efforts across teams.
  • Attention to detail and a keen interest in evolving A/V technologies.
  • A strong work ethic and ambition to embrace new challenges.

Technical Proficiency:

  • Proficiency in various A/V systems and platforms.
  • Familiarity with Microsoft Office, Microsoft Teams, Zoom, Cisco/AMX, and Crestron.
  • Broad technical knowledge and familiarity with ITIL.
  • Understanding of OSHA requirements.

Physical Requirements:

  • Regular use of hands and fingers for operating office equipment.
  • Ability to hear and understand spoken communications in person and via remote tools.
  • Visual acuity for reading computer screens and documents.

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