Job Description

Infrastructure Tech Support Specialist - AV/Telephony/Network 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 primary purpose of this role is to ensure all ANZ AV and VC systems are 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. The role will also include support of Telephony systems deployed in the ANZ GS and Project offices and as a backup to support the Network Infrastructure in conjunction with the resident Network Support Specialist.
With the tight integration of the AV/VC and telephony systems with the network infrastructure, the role will also include some basic configuration and troubleshooting functions to maintain and support the network infrastructure systems.
Basic Qualifications:
  • Prior experience in an on-site AV / Telephony support role.
  • 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
  • Expert skills in managing and supporting Sonus and Polycom Telephony systems.
  • 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)
  • 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.


Preferred Skills:

Technology Support, Maintenance & Management


    • Provide assistance to the dedicated AV/VC Support Specialist in the ANZ GS and project offices and function as a backup resource when the Specialist is absent.
    • Create and maintain pre-event checklists for all AV/VC 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 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.
    • Act as a Sonus/MS Teams subject matter expert (SME) to ensure dynamic and innovative use of the telephony and MS Teams installations in all GS offices and V&A locations where required.
    • Provide ongoing support of the Sonus installations and associated environment.
    • Manage billing for the associated telephony systems.
    • Manage vendor relationships for associated telephony systems.
    • Manage and maintain all documentation and support documents for associated telephony systems.
    • Assist the Infrastructure Lead with Telephony related capital and operational requirements.
    • Provide assistance to the dedicated Network Support Specialist in the Melbourne GS office and function as a backup resource when the Specialist is absent.
    • Know, understand and follow local network management procedures and global security network policies.
    • Respond to support calls from Help Desk
    • Deliver solutions according to the SLA’s and OLA’s
    • Support and monitor the ANZ network environments via tools provided
    • Ensure adherence to change management processes and quality standards
    • Understand and enforce the firms’ global standards, security and licensing guidelines
    • Escalate technical problems to Infrastructure Manager, where appropriate
    • Assist in the remote diagnosis of problems as required


Customer Relationship Management

  • Provide support / back-up for the Events Technical Support Team
  • A certain level of irregular working hours to provide support 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 Telephony and AV technologies through independent research and by utilizing available vendor resources as appropriate.
  • Be familiar with the wider Telephony and AV conferencing offerings within the CIO suite of products (Cisco Video Conferencing, MS Teams) 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.
  • 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 Telephony and AV spares stock.

Other Requirements 

  • Limited interstate travel to assist in major project may be required
  • Limited overtime to support meetings and perform system upgrades will be required

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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