Job Description
Primary Function of Position:
The AV Engineer is a part of a global team that oversees 1200+ (and growing) Zoom Rooms and strides themselves on operational excellence and the timely delivery of Audio Visual (AV) projects. The AV Engineer (EMEA) will report to the Manager, Enterprise AV Design/Builds and will serve as a primary project lead for new global AV projects, will be responsible for day-to-day operations of AV equipment in the EMEA region, and will be responsible for coordination and successful execution of AV events (All Hands, etc).
Roles and Responsibilities:
- Oversee delivery and commissioning for AV projects both in and outside of EMEA
- Provide operational support for a wide variety of AV systems and associated compute devices.
- Work with manufacturers and vendors to develop relationships related to equipment servicing (technical support, securing return authorizations, etc).
- Work within an established IT Service Management framework to handle AV incident and ticket support.
- Persistence to understand root cause of commonly encountered issues along with follow-through to implement solutions to permanently solve outstanding problems.
- Provide a high level of customer support, including to internal executives and in training areas with external customers present. Develop on-going customer relationships, resulting in high level of customer satisfaction.
- Create and maintain AV operations documentation, including but not limited to runbooks, maintenance procedures, end user training, and knowledge base articles.
- Will access and read AV operation metrics/analytics, assess any actions interpreted from those reports, and provide updates to the team on impact to KPIs.
- Provide AV Event coordination and operational support for regional meetings as required.
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