AV (Audio Visual) Technician and Webcast Support Specialist

AV (Audio Visual) Technician and Webcast Support Specialist

East Hanover, NJ (Onsite) with ability to travel and support offsite events

Open Ended / Long Term

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 with established standards. This includes but is not limited to basic troubleshooting and system fault isolation, projector lamp changes, filter cleaning, software updates, break / fix, de-installation, reinstallation, etc.
• 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 activities from start to finish with proper documentation.
• 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.
• 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 Client's webcasting services run per SLA.
• Attend & contribute to regular calls for the Americas and EMEA resolver teams with the objective of coordinating on-going projects, helping 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 service.
• General Requirements :
• Flexible Scheduling : Be prepared to work a flexible schedule as required, which may include weekends and evenings.
• Travel : Be available for travel to remote sites outside of the East Hanover location, which may include out-of-state travel.
• Off-Site Support : Provide support for meetings occurring in various locations such as hotels.

This role requires a high level of technical proficiency, excellent problem-solving skills, and a strong commitment to providing exceptional customer service. The ideal candidate will be a team player who is willing to go the extra mile to ensure the success of every event. Experience in a similar role is preferred but not required. We look forward to receiving your application.

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