WT AV Lead Ops Technician

Working within the AV & Conferencing Operations team and with strategic partners, the Lead AV Ops Engineer are responsible for ensuring the proper functioning, maintenance, and technical support of our audio-visual, conferencing and meeting room estate. The role requires a strong technical background, excellent troubleshooting and analysis skill, and a customer focused approach to deliver a quality colleague experience. The Lead AV Ops engineer will also be responsible for the day to day management and performance of a team of AV Ops engineers. The Role

• Lead and mentor a team of technical AV Operations engineers ensuring optimum performance and tight adherence to service levels.
• Work with the management team to ensure appropriate resource coverage and availability of the team, managing team rotes and acting as the single point of escalation.
• Provide remote configuration, maintenance, updates and technical support to our AV and Conferencing equipment across our global offices.
• Provide proactive monitoring and response to alerts for outages and errors with AV and Conferencing equipment ensuring issues are either resolved remotely or, where remote resolution is not possible, referred to the appropriate support group.
• Collaborate with internal teams and external partners to coordinate and deliver AV implementation and configuration for new services technology and projects.
• Using AV management reporting tools, conduct preventative maintenance and identify opportunities for service improvement to ensure reliability and optimal performance of the AV technology.
• Support strategic AV and Conferencing change delivery activities, through Local office Technology Refresh and BAU projects to ensure an orderly transition of change into standard operations and support arrangements.
• Contribute to the coordination of and response to major incidents and problem investigations
• Escalate service risks to Workplace Technology Operations leadership, as appropriate

• Minimum 5 years’ experience providing remote configuration, maintenance and support to AV and Conferencing technologies.
• Experience of managing technical teams with a proven ability to drive and motivate teams to deliver under pressure.
• Proven knowledge of AV equipment setup, configuration, and troubleshooting
• Knowledge of AV management software – Poly Lens, MS Teams Room Pro
• Knowledge of AV and Conferencing technologies – Poly. Microsoft, Crestron, MS Teams conferencing and telephony
• Excellent problem-solving skills and the ability to diagnose and resolve technical issues under tight timescales.
• Effective communication skills to interact with both technical and non-technical stakeholders