AV Support Specialist

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

This position will operate/support the Global Audio and Video Conferencing Services as part of the Meeting Room Technology Specialists team at EY. The Engineer (AV Specialist) will need to perform proactive monitoring and troubleshoot the issues prior to end-users reporting it as an incident. They also need to provide guidance to the end users for Meeting Room devices/peripherals queries remotely and ensure a seamless conferencing experience.

The opportunity

As part our Global Meeting Room Technology Specialists Team you will have a key role in ensuring the smooth management of meetings and events, enabling an exceptional experience for organizers, presenters, and attendees. Meetings and events are key enablers for EY to build a better working world, and your position will help us realize the value of those meetings.

Your key responsibilities

• Monitor EY Meeting Room AV devices followed by primary troubleshooting and proactively identifying issues. Escalate the issues to next level without any delay if team not able fix the issues during primary troubleshooting. Raise the service now tickets to document every incident/ request.
• Generate different AV monitoring reports according to the business requirements. Identify the topics which need knowledge article according to the queries received from end users and support the knowledge article creation.
• You will also be required to respond to queries from the end user for their conferences (via Phone, Email, IM chat).

Skills and attributes for success

• The dedicated Meeting Room Technology Specialist will need to be a team player understanding the technology and compliance requirements of event and meeting platforms.

To qualify for the role, you must have 

• Basic knowledge of the below Meeting Room technology, devices and peripherals 
  • CISCO/ POLY video conference
  • Microsoft Teams Rooms
  • Surface Hub
  • Microsoft Teams 
  • Real connect platform
  • Condeco
  • Outlook
  • Peripherals (Displays, Camera bars, wireless presentation devices, etc.)
• AV Monitoring tools
• Excellent communication and Problem-solving skills
• A passion for customer service
• The ability to collaborate with teams within EY and help support users at all levels, and be comfortable managing large audiences

Ideally, you’ll also have

• knowledge in Voice, Video and Signalling standards & protocols. 
• Meeting room products in general.
• Webex, Zoom technology 
• Teams Admin centre
• Knowledge in H320/ SIP protocols
• Possesses fundamental knowledge of ITIL to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.
• Good interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence. Uses these relationships to partner with colleagues based on technical expertise and challenge insightfully to improve connectivity and propose credible options in solutions
• Good communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across the levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills.  
• Manifests an analytical and problem-solving ability appropriate to the role to escalate and negotiate assigned issues in IT technical investigations, to handle multiple and shifting priorities in a timely fashion across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible. 
• Possesses an advanced knowledge of the Service Now system to record incidents and remediation as well as appropriately use the tool’s features and functions.
• Education: Bachelor's degree holder
• Experience: Minimum 2 years of experience in Video conferencing and collaborations technology support in large complex network environments. 

What we look for

• Passionate, driven, openminded team players having a customer first approach and enjoy using technology to enable solutions.

What we offer

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

EY | Building a better working world 

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.