Job Description

AV Support

  • Interesting projects and new technologies
  • Work and learn from the best people every day
  • Be yourself at work

We can help you build the career you dream of. Our success relies on ensuring our people enjoy the inspiring challenges, exceptional experience and flexibility they need to succeed at every stage of their career. As a leading professional services company with more than 459,000 people working across 120 countries, your career can take many exciting paths spanning digital, strategy, consulting, technology and operations. As part of a global diverse workforce you will help change how Australia lives, works, plays and grows. Join us, learn from the best people and let challenging, interesting and enjoyable work become part of daily life.

Accenture Technology

Within Accenture Technology you will make solutions real and deliver business outcomes. We help clients become more successful by helping them improve their capabilities and effectiveness. We are constantly innovating and generating new ideas with the goal of helping clients identify the technologies and operations they need to differentiate and win in the marketplace. 

Job Description: 

Working within the ANZ IT operations team (Local Technology Services), the purpose of this role is to ensure all Audio-Visual (AV) equipment is correctly used, maintained and supported by providing on-site technical support and according to the global CIO support model, as well as utilising local support teams and hardware vendors as required. 

The ANZ LTS - AV Support role, working alongside the Infrastructure Lead and AV support Specialist, supports the Audio-Visual infrastructure for Accenture in the local Sydney GS office. Working together with the wider ANZ LTS team, the ANZ LTS – AV Support role will provide hands-on customer support for all Audio-Visual installations in the Sydney GS office.  Responsibilities will also include creating and/or reviewing relevant AV support documentation, as well as providing ad-hoc or structured AV end-user training.

The role will furthermore provide support for V&A related activities which include AV procurement and installation.

Basic Qualifications:

  • Prior experience in an on-site IT/AV support role.
  • Strong Customer Service skills and face to face support experience
  • 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 - Basic
    •             Word - Basic
    •             PowerPoint - Basic
    •             Microsoft Outlook - Basic
  • Basic understanding and use of ServiceNow, ITSM Remedy, or equivalent incident management tool.


Qualifications

Preferred Skills:

Technology Support, Maintenance & Management
  • Create and maintain pre-event checklists for all AV enabled spaces.
  • Proactively test and make sure all systems are online and operational.
  • On a daily basis, 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. Report any issues to the AV Specialist.
  • Maintain an accurate inventory of equipment.
    • Diagnose and resolve any AV related equipment issues.
    • Arrange repair and periodic/preventative service calls as required through support 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.
  • 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.
  • Develop, document and implement resolutions for recurring incidents or ongoing problems.
  • Be familiar with the wider AV conferencing offerings within the CIO suite of products (Cisco Video Conferencing, Skype for Business, Teams) as well as other collaboration technologies to support meetings and events
  • A certain level of shift work and out of hours support for events is required
Customer Relationship Management
  • Provide support / back-up for the Events Technical Support Team
  • 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.
People Developer
  • 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.
  • 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.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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