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Job Purpose and Impact

• The Professional, Operations job maintains the smooth operation of the organization's infrastructure by performing moderately complex tasks, including monitoring systems, troubleshooting issues, and implementing security measures. With limited supervision, this job resolves network issues, responds and handles incidents, and conducts protocol analysis to ensure proper communication between network devices. This job collaborates with vendors and internal teams to document moderately complex network and infrastructure issues and implement security measures to protect the network infrastructure.

Key Accountabilities

• MONITORING AV SYSTEM PERFORMANCE: Monitors the health and performance of AV systems across conference rooms and collaboration spaces, using management tools to track device status, identify issues, and maintain optimal functionality. Includes monitoring backend infrastructure (e.g., resource managers, bridges, content servers) and endpoints in all regions.
• TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves moderately complex AV problems affecting codecs, controllers, displays, audio devices, and connectivity. Performs root cause analysis and implements preventive measures. Escalates to vendors (e.g., Poly, Zoom) as needed and tracks tickets through resolution.
• INCIDENT MANAGEMENT: Responds to AV incidents, outages, and performance alerts, categorizing issues and coordinating with technical teams and vendors for timely resolution. Provides after-hours and on-call support as required.
• SYSTEM ANALYSIS & INTEGRATION: Performs analysis to troubleshoot AV signal flow and ensure proper communication between AV components and collaboration platforms (e.g., Microsoft Teams Rooms, Zoom). Supports integration and configuration of new AV hardware and software.
• CONFIGURATION & DEPLOYMENT: Assists in configuring and deploying AV hardware and software, ensuring compatibility with existing systems. Assist approved vendors with up room systems, peripherals, and control interfaces. Performs initial remote setup of newly installed endpoints and supports moves, adds, or changes.
• COLLABORATION & COMMUNICATION: Partners with vendors, service providers, and internal teams to resolve AV issues and improve performance. Provides clear communication and timely updates to stakeholders. Coordinates onsite support as needed.
• DOCUMENTATION & REPORTING: Documents AV issues, resolutions, and performance trends. Maintains system profiles, asset inventory, and network topology documentation. Provides reports to stakeholders to inform decisions and improve AV operations.
• BACKUP & DISASTER RECOVERY: Maintains and supports AV continuity plans to ensure meeting availability and minimize downtime during failures. Participates in lifecycle management of AV assets.
• PROJECT SUPPORT: Co-leads AV projects such as system upgrades, room refreshes, and new implementations, delivering on time and within budget. Participates as a subject matter expert in AV and digital signage projects.
• AUTOMATION & OPTIMIZATION: Partners to develop automation scripts or leverage management tools to streamline AV monitoring and improve operational efficiency.

Qualifications

• Minimum requirement of 2 years of relevant work experience. Typically reflects 3 years or more of relevant experience.
  
  Preferred Qualifications:
  
  
• Experience with managing audio, visual, or AV platforms.
• Comfortable working in ambiguous environments
• AVIXA - CTS Certification preferred, not required