WFS Operations - Modern Meeting AV CR Support
Buenos Aires, CABA, AR
hace 6 días

The opportunity

EY’s dedicated AV Support Service plays a key role in the smooth management of meetings rooms, enabling a great experience for organizers, presenters, and attendees.

These meetings are key enablers for EY’s purpose of building a better working world, and this position helps us realize the value of those meetings.

Your key responsibilities

The AV Support Specialist answers queries and addresses issues that arrive from end users via Phone, Email and IM chat, and helps them complete their meeting successfully.

When alerts are received from a device monitoring tool, the Support Specialist conducts a primary troubleshooting and proactively works to address the issue.

When necessary, they escalate issues to next level without delay. For any incident received from a user, they also raise a ServiceNow ticket to document it.

The Support Specialist also generates reports according to business requirements, identifies topics in need of knowledge articles based on queries from end users, and collaborates with the L3 team to create new knowledge articles.

Skills and attributes for success

The AV Support Specialist will be team players who can advocate for their customers while understanding the technology and compliance requirements of event and meeting platforms.

  • Experience : Approximately 2 to 4 years of experience working with or supporting video conferencing and collaboration technologies in large, complex environments.
  • Maintains solid interpersonal skills to engage in cross business discussions within a matrixed, geographically dispersed organization and to build a solid network of peers and others of influence.
  • Uses these relationships to partner with colleagues based on technical expertise and challenge insightfully to improve connectivity and propose credible options in solutions

  • Maintains solid communication skills to adapt communication style to the style of others, developing rapport and staying calm under pressure and to build and maintain strong relationships across the levels of a matrixed, geographically dispersed organization using advanced oral and written English communication skills.
  • Manifests an analytical and problem-solving ability appropriate to the role to escalate and negotiate assigned issues in IT technical investigations, to handle multiple and shifting priorities in a timely fashion across a broad spectrum of operating environments and to drive solutions that are both financially sound and operationally feasible.
  • Possesses an advanced knowledge of the Service Now system to record incidents and remediation as well as appropriately use the tool’s features and functions.
  • Education : Bachelor's degree holder
  • To qualify for the role, you must have

  • Fundamental knowledge of ITIL to recognize appropriate aspects in the Incident, Problem, Change and Availability processes as it related to Data Network activities and workflows.
  • A passion for customer service
  • An inquisitive mind focused on problem solving
  • A resilient attitude and the ability to remain calm even in high pressure situations
  • The ability to work with and help people at all levels, and comfort with large audiences
  • Ready to support other team members and to transfer knowledge.
  • Basic experience with, knowledge of or proven interest in common collaboration devices such as :
  • CISCO / POLY video conference devices
  • Microsoft Teams Rooms
  • Microsoft Surface Hubs
  • Real connect platform
  • Condeco room signs
  • NEC, Samsung and LG displays
  • Shure and Biamp audio components
  • Crestron room controllers
  • Poly Pano, Barco Clickshare and Mersive Solstice wireless presentation devices
  • Poly and Logitech cameras and camera / sound bars
  • Excellent advanced English communication skills (spoken and written)
  • Ideally, you’ll also have knowledge of, experience with or exposure to :

  • Meeting room products in general.
  • Knowledge in Video and Signalling standards & protocols.
  • Webex and Zoom
  • Teams Admin centre
  • Microsoft Teams
  • AV device management consoles
  • Some study toward the CTS certification
  • What we look for

    We seek friendly, engaging, open-minded team players who are passionate about helping people, and enjoy using technology to enable solutions.

    People who succeed on our team are proactive, customer-centric and not afraid to try.

    What we offer

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  • Continuous learning : You’ll develop the mindset and skills to navigate whatever comes next.
  • Success as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
  • Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs.
  • Diverse and inclusive culture : You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
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