Av Support Analyst

3 weeks ago

Toronto, Canada TD Bank Full time

406095BR

Technology Solutions

Toronto, ON

April 12, 2023

Company Overview

Department Overview

We are where Physical Meets Digital. Our team collaborates with all lines of business groups, Enterprise Real Estate and Technology teams to deliver a seamless technology experience for our colleagues in our Retail locations, Campus offices and home offices across North America. We also deliver a conferencing and event service for our colleagues, supporting in person and virtual meetings and event capabilities across North America, including conference centers and exclusive executive events.

**Job Description**:
The AV Support Technician’s prime function is to provide audio and video technical support both for virtual events and in person events across the TD Conference facilities in multiple locations within the region. These facilities include multiple conference rooms with varied capacity as well as common and support areas.
Your job is to provide on-site support and enable meetings at these conference centers, remote support and the setup and coordination of virtual meetings. Your role will also require work to standardize an Enterprise Event model service. You will administer, configure and operate systems supporting the various spaces. You’ll be asked how to display two or more simultaneous images and accept audio from any available sources. You will ensure support and maintenance are completed. People will use terms like ‘guru’, ‘master’, and ‘Jedi’
You are capable, knowledgeable, professional, and can show grace under pressure when required. You think ahead and prevent issues but also remain calm in a crisis. People expect you to arrive early, double-check, and do what it takes. Success means preventing disaster and rescuing the ill-prepared Your explanations put presenters at ease and your sense of humor dissolves stress. People ask for you by name because your reputation precedes you. You know the audio/video gear conceptually and physically and you have service vendors on speed-dial Every day is a new adventure: some days will start at 7am and some will end after 6pm. You are polished, great with people, and love to learn. And when the client’s not happy, you make it right or find someone who can.

**Responsibilities**
- Onsite (50%) and Remote (50%) Event management and support is a hybrid model with supporting virtual events and in person events seamlessly
- Prepare and prevent technical and presentation issues (proactive)
- Manage and Resolve technical issues (reactive)
- Collaborate with conference centre users, staff, vendors, etc.
- Example: receiving and routing in-advance content, videos, etc.
- Example: establishing a process to assist users in requesting firewall ports be opened when needed,
- Example: assisting TD Multimedia staff engaged in production-level events,
- Example: acting as a resource for third-party AV vendors Etc.
- Communicate based on your audience (all levels from entry to CEO)
- Develop and expand technical skills (e.g. IP Networks, AV, TelePresence, Webex etc.). Create standard process to build out an Enterprise model, driving change
- Coordinate with vendors
- Share what you know and constantly learn from others, and
- Other duties as assigned..
- Success in this role: all AV resources are working, users understand how to use the technology, ad hoc issues are resolved rapidly, you have complete understanding of all gear in the conference centers, vendors are engaged crisply and are managed appropriately, stakeholders get frequent and clear updates on matters concerning them, and users expectations are exceeded.
This position offers benefits including mental challenge, technical challenge, relationship management, vendor management, skill development, growing reputation and network, and executive exposure. This role would be helpful in preparing for future opportunities in IT operations, IT delivery, IT Service Desk, vendor management, or service management.
This position currently reports to the AVP of Physical Meets Digital for Campus and Retail Locations

**Requirements**:
**Experience**

Ideally, you have
- Managed Events in an AV technology support role
- Coordinating and scheduling events experience
- Event AV productions and setup
- Provided customer technology ‘white glove’ support
- Worked with AV technology
- A good understanding of Audio/Video and TelePresence technology
- Experience with virtual meeting technology (ie: Cisco WebEx)
- Experience of client-facing responsibilities in a corporate environment

**Knowledge**
Ideally, you know about
- AV vendor technologies (Crestron Processor, X-Panels, DM Matrix, Q-SYS, Shure, Brightsign, Danter TRansmitters/Receivers)
- Basic IP networking, wireless technologies
- Webex Meetings and Events management and troubleshooting
- TD organization and processes

**Skills & Abilities**
Ideally, you can
- Provide FANTASTIC customer service
- High level of organization and time management skills
-

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