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AV Support Technician

Publish Date: Aug 31, 2021

Location: Seattle, WA, US-US

Company: Atos

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.


The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

 

 

AV Support Technician

Guided by the belief that every life has equal value, the Bill & Melinda Gates Foundation works to help all people lead healthy, productive lives.

The mission of Atos @ BMGF is to assist customers with technical challenges to get them back to focusing on BMGFs mission of making the world a better place. 

 

Position Summary

The AV Support Technician is a foundational part of the IT Services team that supports all the Bill & Melinda Gates Foundation employees.  This position is responsible for providing high quality customer service and technical support to all foundation AVUC users.  This position will be providing Tier 1 and Tier 2 assistance concerning the use of all aspects related to the foundation’s audio visual and unified communications needs.  

 

Core responsibilities of the position 

  • This role is responsible for the support of clients, via telephone, email, chat, and any other supported technologies. 
  • Provide excellent customer service concerning all aspects of AVUC related technology provided by the IT department.
  • Use of IT Service Management tools to track and record customer contacts.
  • Strong background in troubleshooting and customer service, as well as excellent communication skills are necessary. 
  • The individual will effectively multitask and manage priorities in a fast-paced setting. 

 

Highlight the day-to-day activities of the position

  • Provide high quality customer service for all onsite/virtual meetings and events.
  • Process customer support requests via AV Support mailbox and phone number, EMS and/or IT ticketing platform.
  • Provide primary technical support for all Audio/Visual related systems including but not limited to display devices, projectors, video teleconferencing (VTC) and Crestron control systems using documented procedures and tools.
  • Assist users with connecting to foundation preferred Unified Conferencing solutions.
  • Daily maintenance and testing of conference room audio/visual systems, PC’s, guest devices and hallway interactive displays.
  • Use of IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation.
  • Conduct front line troubleshooting using documented procedures and available tools.
  • Act as customer advocate/liaison with other supporting staff.
  • Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
  • Provide status to customers of assigned tickets.
  • Provide timely updates and status information to manager and end users.
  • Assist in the support of audio/visual equipment while leveraging our third-party service provider.
  • Perform IT-related setup, support, and breakdown for large on-site meetings, including audio/visual equipment.
  • Keep abreast of emerging technologies and provide proactive options on how to effectively solve for common issues.
  • Create and document routine IT processes and procedures.
  • Balance the demands of daily and routine assignments with long-term projects.
  • Develop strong relationships with internal customers, vendor, affiliates, and peers.

 

Required Education and Experience 

  • High school diploma
  • Experience with event AV and live event planning
  • Ability to troubleshoot signal path for audio and video
  • Read and interpret AV drawings
  • Strong understanding of unified communications platforms
  • Candidates must have clear and effective verbal & written communication skills.
  • Excellent Customer Service Experience Required.
  • Excellent follow through and attention to detail.
  • Expertise with Windows and Mac computing resources.
  • Experience with IT Knowledge Base and ticketing system.
  • Experience applying ITSM best practices to Incident and Requests management.
  • Working knowledge in the use and support of audio/visual equipment.

 

 

Preferred Education and Experience

  • Bachelor's degree in Computer science or IT related field.
  • Strong expertise with the Office 365 suite and toolsets.
  • History of working on a progressive IT Service Desk team.
  • Proven track record of teamwork, good communication, and the ability to multi-tasking/prioritizing.
  • AVIXA/CTS, Crestron, Extron, Polycom, QSC and/or Microsoft Certifications
  • Experience with networked AV technology
  • Ability to support IT components (Client & Mobile Hardware / Software), Windows, IOS, Android and Office.  

Work Environment

  • Standard Office Environment

 

Physical Demands

  • List the physical demands – consider ergonomics, consult with HR.

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.


Nearest Major Market: Seattle