AV & Webcast Support Specialist - AVI-SPL

WHO WE ARE

AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.

Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.

WHAT YOU’LL DO

The AV and Webcast Support Specialist will work in partnership with the Customer, management team, Global Helpdesk, and SIG teams to provide on premises support for AVI-SPL customers at customer site(s) with the end goals of delivering a world-class Customer Service experience.

Day-To-Day Responsibilities AV Services:

• Provide start-up and dedicated support for on-site, hybrid, and virtual meetings.
• Provide end-user support on the operation and use of collaboration technologies
• Coordinate with service providers and other teams to ensure all end-user requirements are met for supported meetings
• Regular AV and videoconferencing room checks, certifications, and preventative maintenance in accordance within established standards. This is including but not limited to basic troubleshooting and system fault isolation, projector lamp changes, filter cleaning, software updates, break/fix, de-installation, reinstallation, etc.
• Work flexible schedule as required
• Provide direct assistance and training to end users in the operation of AV systems and collaboration technologies
• Perform administrative tasks such as completing service tickets, maintaining the active status of requests and incidents, and maintaining associated records in all cases based on SOPs.
• Always ensure compliance with all Customer safety and procedural guidelines
• Track all maintenance activity from start to finish with proper documentation

Day-To-Day Responsibilities Webcasting Services:

• Create, schedule, and manage webcasting events for the US, Canada, Central America, South America, and Australia
• Provide start-up or dedicated support for webcasting events when required
• Create and maintain documentation for the service in partnership with the global resolver and management teams
• Coordinate updates to relevant end user interfaces & tools to ensure continued end user experience workflows
• Coordinate with webcasting services vendors / account managers and support teams to get information, escalate issues, troubleshoot client problems, and ensure Novartis’ webcasting services run per SLA
• Attend / Assist with regular calls for the Americas and EMEA resolver teams with the objective of coordinating on-going projects, help complete open tasks, and ensure end to end service alignment.
• Coordinate and facilitate additional services that are associated with webcasting solutions
• Provide periodic and ad hoc reporting for the supported services

Items to Consider:

• AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.
• This position will generally work on customer sites and may deal with a construction site type of work environment.

WHAT WE’RE LOOKING FOR

Must-Haves:

• 3 - 4 years of audiovisual integration experience preferred
• High School Diploma or equivalent
• Ability to effectively communicate with employees, customers and colleagues
• Ability to use hand and power tools in a safe and efficient manner including soldering & crimping connectors
• Ability to work and think independently and ensuring to meet deadlines
• Intermediate computer knowledge
• Knowledge of basic signal flow for audio, video and control
• Valid Driver’s License and a Motor Vehicle Record that meets AVI-SPL driving standards

Nice-To-Haves:

• Formal education in Electronics or related field preferred
• Preferred external training:
  • AMX Intro to Networking for AV Professionals
  • Crestron Professional Installation
  • Exton AV Associate Certification
  • AVIXA Quick Start to the Audio-Visual Industry
  • AVIXA CTS General Certification

WHY YOU’LL LIKE WORKING HERE

• Medical benefits, including vision and dental
• Paid holidays, sick days, and personal days
• Enjoyable and dynamic company culture
• Training and professional development opportunities

MORE ABOUT US

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.