About this role
The Role
- Take accountability and responsibility for the end-to-end support and delivery of AV solutions including BAU and project driven work
- Perform advanced (3rd line) incident and problem investigation for issues impacting services owned by Workplace Technology function
- Assist Solutions Designer with requests for new services or changes to existing services owned by Enterprise Technology, including but not limited to:
- Requirements gathering
- Technical analysis
- Solution design and engineering
- Solution implementation
- Support stakeholder management and communications for new services and/or changes to existing services
- Perform release and communication activities for new services or changes to existing services
- Coordinate activities with and provide stakeholder input to other towers, technical teams and suppliers in relation to changes and releases to AV estate
- Create, manage and maintain documentation, user guides and KB articles in relation to our AV estate
- Take ownership of AV estate for management and optimal performance in partnership with Workplace Technology teams and with external partners
- Identify engineering operational improvements, articulate to platform owner and deliver improvement programs
- Maintain Information Security focus through risk mitigation and data loss prevention practices.
- Act as the Senior Technical lead to support investigation, remediation and root cause analysis of issues across the environment in support of escalations/incident management
The Requirements
- Extensive exposure (5+ years) to AV technologies including but not limited to: Video and Audio Conferencing hardware
- Microsoft Teams Rooms for Windows and Android
- Teams Admin Center, Pro Management Portal, Poly Lens
- Previous experience with implementing and managing large Enterprise AV estate.
- Experience with AV monitoring technologies for proactive monitoring, maintenance and support
- Experience with working with third parties to deliver a common service
WTW is an Equal Opportunity Employer