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(MD&I) - LTS AV Specialist

Job Location: Melbourne

Regional Description: Australia

Job Number: 00594940

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- Job description

JOB PURPOSE
 
Working within the ANZ IT operations team (Local Technology Services), the purpose of this role is to ensure all audio visual equipment is correctly used, maintained and supported by providing technical support onsite and liaising with the global CIO support model, and local teams and hardware vendors as required. 
 
SCOPE
 
The ANZ LTS - AV Support role, working alongside the Infrastructure Lead, supports the Audio Visual technical installations for Accenture in ANZ. Working together with wider ANZ LTS team, the ANZ LTS – AV Support role will cover all Audio Visual installations – current and future, related documentation, as well as end-user training and cross-skilling training of required ANZ LTS staff.
 
RESPONSIBILITIES AND ACCOUNTABILITIES
 
Technology Support, Maintenance & Management
  • Act as a Cyviz subject matter expert (SME) to ensure dynamic and innovative use of the Cyviz AV installations in 161 Collins St- Melbourne for business as usual and special events.
  • Provide ongoing support of the Cyviz installations and associated environment.
  • Create and maintain pre-event checklists for all AV enabled spaces.
  • Proactively test and make sure all systems are online and operational.
  • Set up and install any additional equipment as required for the AV offering for events and functions.
  • Ensure equipment is installed and managed as per its intended design.
  • Monitor audio and video playback quality and address any issues without delay.
  • Maintain inventory of equipment.
    • Diagnose and resolve any AV related equipment issues.
    • Arrange repair and periodic/preventative service calls as required through TPM provider.
    • Arrange timely repair/replacement of faulty or missing AV equipment and its accessories
    • Clean audio and video equipment and ensure it is stored properly.
    • Ensure the safe transfer and shipment of equipment.
  • Liaise with the wider ANZ LTS team on and understand asset management policies and disposals.
    Assist the Infrastructure Lead with AV related capital and operational requirements, as requested and where improvement opportunities are identified.   
     
Customer Relationship Management
  • Provide support / back-up for the Events Technical Support Team
  • A certain level of shift work and out of hours support for events is required
  • Work closely with the wider LTS and Workplace teams, ensuring effective relationships are built and maintained.
  • Build effective relationships with customers, actively seeking out and responding to feedback in order to deliver a high level of customer service.
  • Work with customer representatives to capture requirements in order to develop knowledge of the client requirements and desired service levels.
  • Develop, document and implement resolutions for recurring incidents or ongoing problems.
  • Maintain an up-to-date knowledge and understanding of features, functionality and performance of existing and emerging AV technologies through independent research and by utilizing available vendor resources as appropriate.
  • Be familiar with the wider AV conferencing offerings within the CIO suite of products (Cisco Video Conferencing, Skype for Business) as well as other collaboration technologies to support meetings and events
     
People Developer
  • Maintain an active interest in the other areas of the Local Support Operations and provide support to other team members as appropriate.
  • Network across LTS and Workplace and with the organisation’s delivery partners, i.e. Centre for Innovation, ensuring positive outward perceptions, communications and collaboration in service delivery.
  • Participate in cross team knowledge sharing between the wider LTS group and Workplace.
  • Work with operational teams in an advisory capacity to ensure they understand the key initiatives that are being championed by The Dock AV/Events Leads.
  • Create and manage own ‘Development Plan’ and ensure all training agreed is completed within agreed timescales and to budget.
 
Supplier & Service Management
  • Liaise with 3rd party suppliers to ensure provision of effective services.
  • Ensure controlled departmental processes for assigned services are created and maintained and oversee regular reviews to ensure opportunities for improvement are applied and that they remain up to date, efficient, effective and relevant to the customer service offering.
  • Develop services owned to ensure the service provision meets customer needs for quality, cost and effectiveness.
  • Identify, propose and maintain appropriate AV spares stock.
     
PROFESSIONAL QUALIFICATIONS/ACCREDITATIONS AND EXPERIENCE
  • Prior experience in an on-site IT/AV support role.
  • Strong understanding of current Windows Operating Systems, related platforms and technologies
  • Solid working knowledge of and troubleshooting skills related to AV Conferencing and IT systems (WAN/LAN networking)
  • Prior working experience with a wide range of AV and collaboration products from vendors such as Cyviz, Cisco, Polycom, Crestron, Planar, Lightware, Microsoft is a plus
  • Knowledge of Digital Signage products is a plus
  • Excellent written and verbal communication skills
  • Excellent organizational skills, multitasking, and strong attention to detail are required
  • Working in a fast paced environment and handling stressful situations are involved
  • Be proficient in use of Microsoft products to the following levels:
    •             Excel - Intermediate
    •             Word - Basic
    •             PowerPoint - Basic
    •             Microsoft Outlook - Basic
  • Basic understanding and use of ServiceNow, ITSM Remedy, or equivalent incident management tool.

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