Senior Audio Visual Specialist

7 days ago

New York, New York, United States New Era Technology company Full time
About New Era Technology

New Era Technology is a global technology solutions provider with a strong presence in the industry. Our company offers a wide range of services, including Cloud, Managed, Professional, and Security services, as well as Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to customers worldwide.

Job Summary

We are seeking an experienced Audio Visual Support Specialist to join our team. The successful candidate will be responsible for supporting and collaborating with our customers' management team and other departments to deliver managed services surrounding the utilization, operation, and implementation of Audio Visual/Video Conferencing.

Key Responsibilities
  • Support and collaborate with customers' management team and other departments to deliver managed services surrounding the utilization, operation, and implementation of Audio Visual/Video Conferencing.
  • Facilitate customers' AV/VC needs both in-person and virtually.
  • Own, support, maintain, and troubleshoot industry-leading AudioVisual & control systems for customers' conference rooms/centers, multipurpose rooms, Unified Communication (UC) & cloud platform.
  • Perform routine in-person & remote preventative maintenance testing and problem diagnosis of fully integrated, state-of-the-art AV/Control systems.
  • Assist with customer meetings/functions that require use of existing AV infrastructure.
  • Setup, run, and breakdown of live events and affiliated AV equipment.
  • Prepare and stage systems for Quality Control testing as applicable.
  • Responsible for troubleshooting hardware and applications, providing technical support & problem solving.
  • Work with IT and cross-functional business partners to support scalable and leading-edge A/V systems.
  • Collaborates with Desktop Group, Systems Administrators, Facilities, Voice Operations to ensure customer satisfaction.
  • Works with external/internal teams to plan, implement, and support global office builds & integrations as needed.
  • Provides timely resolution of problems or escalation on behalf of customer to technical staff or management.
  • Provide client training as needed.
  • Exhibits a high level of professionalism and is passionate about providing outstanding customer service.
  • Document's status of issues and provides updates to management, team, and end users.
  • Maintains standard operating procedures, best practices, and customer service guidelines.
  • Drives quality and adherence to best practices within the team.
Requirements
  • Intermediate to advanced understanding of AV technologies including setup, configuration, and operation of complex audio/video/control/UC systems and backend IT/networking infrastructure.
  • Demonstrates intermediate to strong technical skills in Networking - TCP/IP, routed networks, video/audio across IP, and issues which can disrupt video/audio traffic.
  • Ability to multi-task and manage several different projects at a time, mentor others, a solid work ethic, and exceed customer expectations.
  • Strong troubleshooting ability; can take steps on their own to isolate issues and determine root cause through investigative analysis in environments where the candidate has little knowledge/experience/documentation.
  • Excellent communication and interpersonal skills when interacting with employees, clients, and colleagues with the ability to work effectively with all levels of the organization.
  • Must be capable of independent problem-solving and self-direction.
  • Knowledge of signal flow for audio, video, and control.
  • Proven ability to balance multiple tasks with changing priorities.
  • Strong organizational skills and excellent attention to detail.
  • Demonstrated customer service focus and client communication skills.
  • Excellent interpersonal and communication skills; capable of writing justifications, training users in complex topics, documenting procedures, documenting use cases, and interacting positively with other staff and management.
  • Experience and support of UC platforms Zoom, Webex, Webex Teams & MS Teams.
  • Experience and support of various production systems, CMS, Codian MCU, VQ, Condeco, TMS, Cisco Telepresence, Cisco Room Kit, Vbrick Rev, Appspace, Ubicast, Lightware, Crestron, Various Mic Solutions, but not limited to.
  • Experience in Editing using Vbrick Rev, Final Cut, etc.
  • Experience in Production using Tricaster, LED Lighting, 4K cameras, etc.
Certifications

Certifications: CTS preferred, but not required.

Physical Demands
  • Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
  • Regular, repetitive movements such as typing, mouse movements, and scrolling.
  • Ability to hear and understand spoken communications, both in person and via remote communication tools (e.g., phone, video conferencing).
  • Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.
Work Environment

This is an onsite position in NYC 5 days a week paying a salary range of $85k to $95k annually.

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