Description

The Role

• Take accountability and responsibility for the end-to-end support and delivery of AV solutions including BAU and project driven work
• Perform advanced (3rd line) incident and problem investigation for issues impacting services owned by Workplace Technology function
• Assist Solutions Designer with requests for new services or changes to existing services owned by Enterprise Technology, including but not limited to:
• Requirements gathering
• Technical analysis
• Solution design and engineering
• Solution implementation
• Support stakeholder management and communications for new services and/or changes to existing services
• Perform release and communication activities for new services or changes to existing services
• Coordinate activities with and provide stakeholder input to other towers, technical teams and suppliers in relation to changes and releases to AV estate
• Create, manage and maintain documentation, user guides and KB articles in relation to our AV estate
• Take ownership of AV estate for management and optimal performance in partnership with Workplace Technology teams and with external partners
• Identify engineering operational improvements, articulate to platform owner and deliver improvement programs
• Maintain Information Security focus through risk mitigation and data loss prevention practices.
• Act as the Senior Technical lead to support investigation, remediation and root cause analysis of issues across the environment in support of escalations/incident management

Qualifications

The Requirements

• Extensive exposure (5+ years) to AV technologies including but not limited to:
  • Video and Audio Conferencing hardware
  • Microsoft Teams Rooms for Windows and Android
  • Teams Admin Center, Pro Management Portal, Poly Lens

• Previous experience with implementing and managing large Enterprise AV estate.

• Experience with AV monitoring technologies for proactive monitoring, maintenance and support
• Experience with working with third parties to deliver a common service

WTW is an Equal Opportunity Employer