Audio Visual Engineer

We are seeking a skilled Technical Support Specialist to join our team. The ideal candidate will possess excellent technical skills and a strong ability to communicate effectively with users.

The role of the Technical Support Specialist involves delivering remote conference room and audio-visual support services. This includes managing and maintaining video conferencing, audio/visual, and webcasting technologies to ensure seamless operations for global meetings, events, and webcasts. Additionally, the incumbent will provide exceptional support to users and executives, ensuring timely resolution of issues and effective communication throughout the process.

• Administrative Services:
  • Assist in scheduling, modifying, and cancelling white glove conferences and webcasts, utilizing expertise to optimize processes and ensure efficient execution.
  • Manage the associated service Outlook mailbox, providing high-level support and troubleshooting services as required.
  • Create and analyze performance and usage metrics to identify trends and areas for improvement.
  • Open, update, and resolve service tickets related to AV and webcasting technologies, collaborating with stakeholders to achieve timely resolutions.
  • Monitor and update support queues for current and upcoming AV technologies and webcast incidents, proactively addressing potential issues before they impact the user community.
  • Escalate complex issues to third-level support or manufacturer/vendor support teams, leveraging established relationships to facilitate swift resolution.
  • Participate in meetings regarding current and future AV and webcasting systems, contributing expert knowledge and insights to drive system optimization.
  • Maintain and update training and troubleshooting documentation, ensuring accuracy and relevance in support materials.
• Video Call and Webcast Support:
  • Ensure video endpoints are online and operational, verifying that all equipment is functioning correctly prior to events.
  • Manage incident response during active calls and webcasts, applying problem-solving skills to resolve issues efficiently and minimize downtime.
  • Prepare and support webcast events, including creating event webpages and conducting dry runs to guarantee a seamless experience.
  • Monitor live webcast events and troubleshoot issues as needed, implementing quick fixes to maintain continuity.
  • Report viewer metrics during and after events, analyzing data to inform future support strategies.
  • Trim, encode, and distribute recorded on-demand copies of webcast sessions, ensuring easy access for users.
  • Coordinate technology scheduling to ensure successful meetings, working closely with stakeholders to schedule and execute events.
  • Webcast Video on Demand Services:
  • Create and manage streaming VOD directories for Ford users, configuring platforms to meet user needs.
  • Manage user groups and multimedia storage on Ford's network, ensuring secure access and compliance with policies.
  • Troubleshoot issues related to uploaded VOD content, applying expertise to resolve problems promptly.
  • Assist users with training on new and existing video technologies, providing hands-on guidance and education.
  • Provide streaming metrics and analytics for hosted videos, offering insights to inform future support strategies.
• Commissioning Services:
  • Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev), deploying new technologies to meet business needs.
  • Test endpoints and network devices, verifying correct functionality before deployment.
  • Review, verify, and backup configuration files to facilitate disaster recovery, ensuring business continuity in case of an outage.
  • Support the commissioning and decommissioning of conference rooms and AV devices, collaborating with stakeholders to ensure seamless transitions.
  • Conduct room testing, certification, and troubleshooting, applying rigorous standards to ensure optimal performance.
• Application Support:
  • Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms, resolving user issues quickly and efficiently.
  • Collaborate with Product Engineers to resolve application issues, sharing knowledge and expertise to drive solution development.
  • Escalate critical issues to Level 3 engineering, utilizing established relationships to facilitate swift resolution.
  • Assist users with application usage and remote training, providing comprehensive support and education.
  • Manage support tickets within Ford's ticketing system, tracking progress and resolution status.
  • Administer access requests and maintain support documentation, ensuring accuracy and relevance in support materials.