Audio Visual Technical Support Associate

• Manage requests for sound equipment, audiovisual gear, PowerPoint projection, video recording, teleconferencing, and lighting for meetings and special events, and Zoom broadcast.
• Collaborate with divisional assistants and meeting planners to ensure optimal service for meetings and special events.
• Oversee the maintenance of technical equipment, manage event records, and track related technical labor expenses.
• Coordinate with a team of volunteers to staff regular corporate meetings, including Spark and divisional management meetings.
• Assist in major events such as the Golden Quarter Conference, Year Beginning Meeting, District Managers Meeting, Holiday Party, and others as required. Prepare schedules and manage purchase/rental requests for upcoming events.
• Liaise with AVT and other vendors for equipment service and repairs.
• Ensure stage setup aligns with venue and meeting requirements, including the green room(s) to support visiting special guests.
• Manage and support desktop and meeting room video broadcasts.
• Provide first level support for diverse technical issues called into the Information Systems Division, troubleshoot, and support existing hardware and software: desktops/laptops/tablets.
• Troubleshoot and support hardware peripherals: network printers, scanners, tablets, etc.
• Support local and remote user base.
• Act independently to resolve support calls and achieve a high percentage of incident resolution without escalation
• Assist on projects that require Client Services and work with L2 in roll-out of new technologies and applications for the company
• Advise and educate customers on procedural guidelines to ensure a complete solution to their technical or service questions Identify unique or recurring customer/technical problems
• Provide input to management to prevent recurrence Control and documentation of assets issued/received. Maintain and keep up to date all Service Now tickets assigned within a timely fashion.

• Degree/diploma in a related field
• Minimum 2 years of basic AV Equipment troubleshooting experience; experience with Crestron, Polycom, & Zoom an asset
• Hardware Troubleshooting: Experience in diagnosing issues with laptops, desktops, tablets, mobiles, MacBooks, printers, thin clients, servers, and network printers.
• Proficient in troubleshooting MS Backoffice suite, mobile applications, client, and cloud applications.
• ITIL and Agile Environment: Understanding of ITIL and experience in incident/problem/change management within an Agile environment.
• Advanced Technical Proficiency: Demonstrated working knowledge of Service Now, JIRA, Confluence, AirWatch, SAP.
• Analytical Skills: Strong analytical and problem-solving skills with high attention to detail and the ability to learn new technologies.
• Process Improvement: Ability to understand, map, and enhance end-to-end processes.
• Communication Skills: Excellent written and oral communication, presentation, leadership, facilitation, and workshop management skills for diverse audiences.
• Vendor Management: Ability to negotiate with service providers, vendors, and manage within a contractual relationship.

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