AV Support Lead at Northern Trust

Chicago, Illinois, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

10+ years of overall experience; 5+ years of relevant experience
Extensive knowledge of A/V technologies and operations
Solid understanding of technology support landscape, network, and audio/video technologies
Strong experience with IP networking (CCNP certification preferred)
Strong experience with ITSM tools (ServiceNow, SharePoint) for ticket tracking, documentation, daily dashboards
Excellent communication skills
Analytical ability, strong judgment, and relationship management skills
Technical expertise to resolve complex issues and train junior staff
Ability to work under pressure
Ability to work effectively with high-profile clients, IT management and staff, and vendors
Leadership and organizational skills

Responsibilities

Oversee coordination with stakeholders for seamless A/V support for events including Webcasts, Board Meetings, Client meetings, Executive town halls, All staff meetings, and Microsoft Teams Room (MTR) meetings
Ensure high visibility events are well orchestrated, including frictionless event planning, dry runs, and execution from technology support perspective
Work with Marketing, Event planning teams, and other stakeholders to manage and support technology requirements for events and webinars, including client meetings
Coordinate with Event platform vendors, local support teams, and key IT teams (Network, Security) for 100% uptime
Support MTR meetings
Collaborate with Multimedia Engineering team to identify A/V issues and ensure timely resolution with external vendors
Leverage onsite A/V support vendor to reduce equipment downtime
Implement proactive monitoring of A/V systems and device health using tools like Microsoft Teams Admin Center, Microsoft Pro Portal, NEAT Pulse, Crestron Remote client, X2O remote Manager, X2O and Triple play, Wireless Mersive server
Review and recommend new technology tools for proactive monitoring
Oversee A/V support teams (Managed Services, High-tech A/V support) to track/update/resolve daily issues
Provide oversight of daily A/V conference room checks for 50+ high profile rooms to ensure uptime
Drive daily MTR meetings to ensure compliance and address/track open issues
Identify systematic patterns requiring specific actions
Lead A/V staff by providing guidance, assistance, and coordination
Follow-up on client inquiries and report system problems or malfunctions
Provide monthly status reports on issues, MTTR, etc
Provide input on vendors and A/V staffing decisions
Act as SME and technical resource; train junior staff; assist with resolution of complex issues and exceptions