Audio-Visual Support Specialist

Overview

The Audio-Visual Support Specialist is a member of the Global Technology Services (GTS) Department at Milbank, LLP. The Specialist reports to the Manager of AV & Telecom.

This position is client-service driven and must be able to professionally communicate, engage, follow up and collaborate with IT managers and colleagues, lawyers and other business services teams.

This position is based at 55 Hudson Yards, New York, it will be onsite 5 days and the schedule is 1:00 PM to 9:00 PM.

Responsibilities

·         Collaborate with colleagues to support meetings and multi-media activities.

·         Set up conference room technology for scheduled and ad hoc audio and video meetings.

·         Assist meeting participants in using the Firm’s internal collaboration tools, such as Webex, audio conferencing, Cisco Jabber, ClickShare, and alike.

·         Help perform system quality checks to promptly correct audio visual (AV) issues prior to meetings and Firm events.

·         Help troubleshoot, repair or escalate issues related to our integrated AV systems.

·         Support Firm events by setting up, maintaining and/or removing AV equipment.

·         Use EMS systems, as well as other Firm systems, to ensure AV requests, reports, follow ups and activities are maintained and recorded.

·         Assist supporting hardware, software, mobile devices and other peripherals.

·         Monitor the call queue from our internal ticketing system (Service Desk) and record, track and close service incidents in a timely manner.

·         Take ownership of technical problems and be proactive in resolving the issue.

·         Assist the team with IT equipment moves to support internal office relocations.

·         Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations and resolutions.

·         Manage and control telecommunications systems for all locations on a corporate level

·         Include serving as technical consultant to end-users and less experienced personnel

·         Maintain support coverage, which includes monitoring and directing resolution of outages, issues and maintenance of all telecommunications systems

·         Investigate and provide root cause analysis for all telecom interruptions and provides mitigation plans to prevent reoccurrences

·         Work with vendors to ensure availability and stability of all voice services

·         Participate in the execution of all projects in the telecommunications environment keeping in mind larger projects may be assigned a specific project manager

·         Add, move and changes to new Hire and departure for VoIP system

Salary Range: $65,000 to $80,000 (Based on experience)

Qualifications

• Team player who is ambitious and motivated.
• Excellent interpersonal skills and patience working with others.
• Must be able to multitask and work in a fast-paced environment.
• Must have exceptional skills in the following: communications, customer service, problem-solving/trouble-shooting, follow-up and organization.
• Strives to exceed the expectations and needs of internal and external clients.
• Makes personal contact, follow ups and closes loops in a timely manner.
• Excellent verbal and written skills.
• Capable of grasping new concepts without prior experience.
• Ability to lift or move equipment, if needed.
• VOIP system configuration and VOIP telephone installation.
• Diagnosing and resolving end-user issues.
• Ability to pull and run cabling for telephone systems.
• Ability to work in a team and solo environment.
• Demonstrating awareness of current procedures, policies, and processes.
• Strong written and verbal skills.
• Answering, evaluating, and prioritizing incoming telephone, email and self-service requests for assistance from end-users.
• Experience working with and handling audio visual equipment.