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IT Specialist II

JOB DESCRIPTION

Location: Redwood Shores

Job Title: IT Specialist II

Reports to: Site IT Manager

Hours: Monday – Friday 8:30AM to 5:30PM

General Description

A full time, mostly site-specific position focused on AV solutions and support for our infrastructure, meetings, and events. Support and maintain in-house AV systems, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal performance and uptime. Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. Identify areas for automation within EAIT and focus on design, development, and evaluation of automation. This position is to participate in IT communities focused on future standards and knowledge sharing.

Key Skills & Responsibilities

• Provide exceptional AV support and a white glove service to our customers, primarily focused on C-Level, Executives, and other VIPs, for end-user meetings, conferences, and events.
• Perform analysis and diagnosis of complex AV problems for end users as well as our infrastructure, and recommend and implement solutions.
• Perform routine preventive maintenance and maintain functional aspects of A/V systems, ensuring a ready to use state.
• Evaluate, prioritize, and respond to service requests with a resolution.
• Build and maintain proactive relationships with key stakeholders (including C-Level, Executives and VIPs) within company business units that we support and work with, to ensure that we meet business objectives.
• Place and escalate vendor service calls when necessary to resolve hardware or software failures.
• Knowledge, understanding, and hands-on experience of video conferencing including support for Zoom conference calls and webinars.
• Knowledge of production equipment and broadcast.
• Understanding of production terms and usage including A1, V1, Technical Director.
• Familiarity with product lines including Crestron, Extron, Samsung, BiAmp, Clearone, Q-SYS, D&B sound system, Yamaha CL5, Barco switching, etc.
• Ability to setup, test, calibrate and commission equipment and devices as required to build a fully functional AV system including displays, cameras, switchers, scalers, processors, transmitters, receivers, interfaces, microphones, mixers, amplifiers, controls, and other active and passive devices.
• Competent using test equipment.
• Familiarity/certification with Dante Network
• Prepare, coordinate, and support user training and documentation and provide technical assistance for post implementation support issues.
• Create, update, and maintain documentation in Confluence, Google Drive and EA World.
• Identify opportunities to improve existing processes through refinement and/or automation.
• Ensure compliance with company processes, methods, and procedures.
• Provide training in team meetings on various topics along with Q&A.
• Comfortable working with other trades and mentoring less experienced technicians.
• Valuing being a part of a best-in-class service team

Required Qualifications

• Bachelor's degree or professional training/certifications related to areas of responsibilities or equivalent work experience.
• You have 5 or more years of experience in all aspects of professional AV support.
• Superior client relationship management (i.e. exhibiting the ability to create an atmosphere of tension relief during high stress encounters).
• Troubleshooting experience with video walls, control systems, and DSP
• Excellent communications and client service skills, with consistent follow-through.
• CTS Certification
• Understanding of development and consumer game consoles.
• Ability to coordinate and communicate at all levels within the organization.
• Ability to manage vendors and ensure deliverables are met.
• Tech Savvy – Ability and passion for learning new technology and tools.
• Excellent Customer Support skills – A drive to help end-users get what they need to do their jobs the best they can.
• Prioritization Skills – The ability to analyze requests and prioritize them based on impact
• Self-starter, self-motivated, able to work under minimal supervision.
• Remote/On-site flexibility.
• Able to lift 50 lbs.