Conference Centre Technology Specialist II

We are currently recruiting for a Conference Centre Technology Specialist II, to work Monday to Friday 9.30am to 5.30pm, in our London office.

POSITION OVERVIEW

Primary responsibilities include providing white glove service to all users of the Conference Centre. Our Conference Centre is used for high-level, fast-paced meetings, depositions, video conferences and small to large-scale events. The candidate must know their craft and instil confidence by remaining calm in high-pressure situations while focusing on the task at hand. Candidate must meet or exceed the expectations of the users of the Conference Centre by preparing for their meeting in advance and understanding the technical requirements. Ability to interact professionally with all levels of firm personnel to ensure the seamless and timely execution of meetings, training sessions and special events. Other responsibilities include thoroughly understanding the firm’s hardware and software platforms for troubleshooting and configuration. This position may require occasional travel to our global offices.

ESSENTIAL FUNCTIONS

• This position requires strong people skills due to the high-level clients that we serve, such as share partners and clients.
• The candidate must have excellent customer service skills and be able to provide white glove service to all users of the conference centre.
• The candidate must establish and maintain effective, courteous relationships with customers and team members.
• Always speak and act with the customer in mind.
• Strong analytical reasoning and AV troubleshooting skills are a plus.
• Individual must also possess excellent judgment regarding local Conference Technology matters.
• Must be able to assess situations quickly and proactively to ensure customer/client satisfaction.
• Excellent verbal and written communication skills are necessary in addition to having a strong customer service commitment.

The candidate’s responsibilities will include but not limited to:

• Support the day-to-day Conference Centre Technology operational needs.
• Assist the Conference Technology team with organizing and documenting all aspects of Conference Technology.
• Help keep documentation on all maintenance activities including any equipment changes and incident reports.
• Set up audio conferences (microphones, sound systems, speakerphones, conference calls).
• Set up and support in person/hybrid meetings using Zoom, WebEx, MS Teams etc.
• Set up presentation equipment (LCD projectors, screens, PowerPoint presentations, videos).
• Become proficient on the operation of Kirkland’s Crestron program.
• Assist with monthly reports as required to the team lead.
• Maintain documentation on all maintenance activities, projection lamp hours, any equipment changes and incident reports.
• Daily coordination and communication with the local conference centre scheduler to ensure the client’s needs are provided and supported as requested.
• Maintain coordination with the FW Conference Technology team.
• Maintain sufficient inventory of supplies (batteries, cables, power supplies)/ensure operating efficiency of equipment.
• Ensure daily that all onsite Conference Centre Technology systems are fully functional.
• Perform system maintenance as scheduled and work with vendors as required.
• Exhibit helpful, customer service-oriented attitude with team members and end-users.
• Remain calm yet communicate (and act) with sense of urgency when an end-user has an urgent matter requiring resolution.
• General knowledge and troubleshooting of the firm’s standard hardware such as laptop issues and related programs.
• Strong Knowledge of Microsoft PowerPoint.
• Retains knowledge and stays current on the firm’s procedures and guidelines that affect technology usage and support requirements.
• Microphone mixers/digital sound processors.
• Strong understanding of display resolutions.
• Strong understanding of the different video connector types.
• Ability to read AV drawings and signal flow.
• Understanding of the different video playback formats.
• Understanding of Audio signal levels (mic, line, speaker).
• Remotely assist with desktop video conference applications.
• Strong troubleshooting skills; troubleshooting desktop Webcams, microphones, and speaker issues.
• Participates in overtime on an as needed basis.
• May be required to travel to international offices.

OTHER FUNCTIONS

• Test with external sites prior to meeting (ideally in the same video conference room as meeting).
• Coordinate with meeting hosts to confirm full understanding of what they are trying to achieve during their meeting.
• Daily systems room checks to ensure all of technical features are running at optimum prior to room usage.
• Able to provide direction and resolution in high-pressure circumstances.
• Assist with quarterly detailed testing of all conference room equipment.
• Provide immediate response to client requests for assistance.
• Maintain confidentiality in all client and firm matters.
• Other duties as assigned.
• Video/Audio recording and editing.

REQUIREMENTS

• Previous AV experience in a conference centre environment.
• Must have a current or working towards Avixa CTS certification and maintained during employment.
• Exceptional customer service abilities.
• Superior oral and written communication and problem-solving/strategizing skills.
• Willingness to learn and adapt to new systems and procedures/stay current with AV technology.
• Flexibility in daily work hours to meet the conference client’s needs including weekends.
• Ability to support remote trials and virtual events.

Required: Minimum understanding of complex AV system. Understanding of signal flow within a system.

Preferred/Desired: Audio, video processing within a system. Video/Audio recording and editing.

Technologies/Software

• Basic proficiency in core application suite.
• Basic PC troubleshooting skills.
• Able to set up and operate AV systems.
• Able to troubleshoot AV systems and diagnose routine issues.
• Able to perform routine maintenance on AV equipment.
• Able to maintain documentation on equipment maintenance.
• Stays current on the state of the AV industry.
• Capable of developing event workflow plans.
• Understanding of Video over IP.
• Understanding of Dante.
• EMS Service Now.
• Qsys.
• WebEx.
• Microsoft Office Outlook.
• Polycom/Cisco Video Conference.
• Microsoft PowerPoint presentation.
• Poll Everywhere.
• Keynote.
• VLC.
• Crestron Toolbox.
• Worksite.
• Zoom.
• MS Teams.
• Digital signage hardware and software (BrightSign/App Space).
• Video/audio editing software.

Certificates, Licensures, Registrations

• Avixa CTS.