Job Purpose
The Enterprise Collaboration - Conferencing Technology team is looking for an experienced AV/VC Senior IT Engineer to support local and global initiatives. This position requires applicants to have extensive experience and knowledge in design, installation, programming, and project engagement in Audio-Visual (AV) systems. The requirements equally extend to a comprehensive background and expertise in Video Conferencing (VC) solutions and supporting platforms including Zoom and MS Teams.
Responsibilities
- Troubleshoot and support Collaboration meetings - Zoom/Teams/Webex etc.
- Contribute to design, implementation and support of all conference rooms and meeting spaces
- Proactively assist with escalation of support inquiries and incidents relating to all AV/VC services across the enterprise. This support also extends to local, virtual/cloud and large conferencing events
- Troubleshoot/remediate all second/third-line issues in a timely manner whilst ensuring all activities are entered in ServiceNow for additional tracking and incident management
- Working with the appropriate vendors and internal teams, review existing and new initiatives to architect, design, plan, install, upgrade/decommission all conference and huddle rooms to meet the business and function needs across the enterprise
- Coordinate and support site installation/upgrades/normalization and decommissions of all AV and VC equipment. This includes coordinating physical access, network connectivity, power, general contractor work and other dependencies, as necessary
- Work with the AV vendors to ensure all devices are installed, configured, and tested appropriately
- Produce formal standardization documents for all room types which should include approved room design, equipment list, HLD/LLD and details on connectivity for each room type
- Audit/maintain an inventory of all conference room data, hardware, and license management
- Ensure all applicable devices and services are monitored and alerts acknowledged/addressed within set SLAs
- Assist with preventative maintenance visits to review existing hardware software solutions to ensure all rooms are patched, serviced and consumables replaced to remain in service at all times
- Frequently review all AV/VC hardware and service contracts globally to ensure appropriate support coverage across all sites
- Asset life cycle management and procurement of all AV/VC equipment in conference rooms
- Fully support companywide town-hall and events
- Participate in an on-call rotation for after hours and weekend support
- Educate and mentor other members in the group as needed on internal products/services and processes
- Working with other internal teams and Project Managers, run point with small and mid-scale projects
- Run point with Incident/BCP and Change Management activities and tasks
- Run point with POC (Proof of Concept) evaluations and assessment of new products and services as necessary
- Work with the UX and other applicable teams, ensure all training material for end users as well as operational documentation are frequently created, reviewed and updated
Knowledge and Experience
- Minimum of 3-5 years exposure in a medium to large sized organization supporting an AV/VC environment
- Endpoint / Collaboration certifications in Zoom, Microsoft or Cisco platform or Polycom is highly desirable: Cisco Webex Certification, Zoom Certified Professional, Microsoft 365 Certified: Teams Fundamentals, Microsoft Certified: Teams Administrator Associate, Cisco CCNA, Polycom Certified Support Specialist (PCSS), Polycom Certified Telepresence Engineer (PCTE)
- Extended on-site experience in contributing to conference room upgrades and new installations
- Familiarity with operation, design and installation principles of commercial audio-visual (AV) and Video Conferencing (VC) systems with Control Processors, Room Schedulers, Microphones, Video-wall displays, Matrix switchers, VC cameras & codec, Audio DSPs and Digital Signage
- Strong competency with system schematics, cable pull schedules and high-level/low-level architectural drawings
- Strong competency at AV / DSP/ Microphone administration and audio tuning. Requirements also includes but not limited to configuration, scripting, audio/video calibration and support of Biamp/Shure/Crestron/Q-Sys/ Sennheiser/Extron/Lightware technologies
- Experience with design, installation and administration of Video Conferencing equipment including Cisco Room Kits, Poly (X50/X70/G7500), DTEN, Logitech and QSC endpoints
- Strong experience in administering and supporting cloud-based collaborations with Zoom and Microsoft Teams Rooms
- Strong experience in configuration and support of large audio and video townhalls and webinars
- Expert knowledge in remote monitoring, alerting and automation technologies and workflows.
Preferred
- College/University Degree in IT, Information Systems, Multimedia or related disciple in Audio/Video multimedia engineering is highly desirable
- AV certification in Certified Technology Specialist (CTS), Certified Technology Specialist – Installation (CTS-I) or Certified Technology Specialist – Design (CTS-D) is desirable
- AV device certifications in Crestron/Extron/Biamp/Lightware or an approved AV installation/integrator program is desirable
- Certification in Q-Sys Design & control and Audinate Dante level 1/2/3 or higher is desired
- Exposure to working with Service Now, SLAs, Change and Incident management practices
- Lua scripts, Python, Crestron Programming (SIMPL, S+, S#)
- Experience with REST APIs, JSON, scripting
- Extensive on-site experience in contributing to conference room upgrades and new installations
- Strong understanding of commercial audio-visual (AV) and Video Conferencing (VC) systems. This includes Control Processors, Room Schedulers, Microphones, Video-wall displays, Matrix switchers, VC cameras and codec, Audio DSPs and Digital Signage
- Strong understanding of AV/SIP networking protocols including audio/video signal flow transmissions, SIP, Dante, AVB and AES76 protocol knowledge
- Strong knowledge in Microsoft Office and other collaboration tools
- Solid knowledge of AV / DSP/ Microphone administration and audio tuning. Requirements also includes but not limited experience in configuration, scripting, audio/video calibration and support of Biamp/Shure/Crestron/Q-Sys/ Sennheiser/Extron/Lightware technologies
- Strong experience in administrating Video Conferencing equipment including Cisco Room Kits, Poly (X50/X70/G7500), DTEN, Logitech and QSC endpoints is desirable
- Strong understanding of TCP/IP, LAN, Firewalls, and multicast over IP network protocols and DHCP services
- Strong client/server fundamentals with windows/Linux and appliance-based platforms
- Competent with Dante Domain Manager and Controller
- 2-3 years administration with Zoom admin portal
- 2-3 years administration with Webex Control hub portal
- 2-3 years administration experience with Microsoft Admin portal
- 2-3 years exposure with Poly Lens
- Competent with Lightware installation, administration and troubleshooting
- Competent with Dante Domain Manager and Controller
- Competent knowledge of QSC Designer/Administrator
