Senior Audio Visual Specialist

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

We are looking for team members to contribute to and deliver our mission: "To deliver and support technology solutions that securely connect people, places, and information." New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

We are currently seeking to hire an Audio Visual Support Specialist. The AV/VC Support Specialist role will support and collaborate with the customers management team and other departments to deliver an array of managed services surrounding the utilization, operation, and implementation of Audio Visual/Video Conferencing.

Qualifications:

• Intermediate to advanced understanding of AV technologies including setup, configuration and operation of complex audio/video/control/UC systems and backend IT/networking infrastructure
• Demonstrates intermediate to strong technical skills in Networking - TCP/IP, routed networks, video/audio across IP, and issues which can disrupt video/audio traffic
• Ability to multi-task and manage several different projects at a time, mentor others, a solid work ethic and exceed customer expectations
• Strong troubleshooting ability; can take steps on their own to isolate issues and determine root cause through investigative analysis in environments where the candidate has little knowledge/experience/documentation
• Excellent communication and interpersonal skills when and interacting with employees, clients, and colleagues with the ability to work effectively with all levels of the organization
• Must be capable of independent problem-solving and self-direction
• Knowledge of signal flow for audio, video and control
• Proven ability to balance multiple tasks with changing priorities
• Strong organizational skills and excellent attention to detail
• Demonstrated customer service focus and client communication skills
• Excellent interpersonal and communication skills; capable of writing justifications, training users in complex topics, documenting procedures, documenting use cases, and interacting positively with other staff and management
• Experience and support of UC platforms Zoom, Webex, Webex Teams & MS Teams.
• Experience and support of various production systems, CMS, Codian MCU, VQ, Condeco, TMS, Cisco Telepresence, Cisco Room Kit, Vbrick Rev, Appspace, Ubicast, Lightware, Crestron, Various Mic Solutions, but not limited to.
• Experience in Editing using Vbrick Rev, Final Cut, etc
• Experience in Production using Tricaster, LED Lighting, 4K cameras, etc

Certifications: CTS preferred, but not required

Responsibilities:

• The AV/VC Support Specialist role will support and collaborate with the customers management team and other departments to deliver an array of managed services surrounding the utilization, operation, and implementation of Audio Visual/Video Conferencing
• This role will facilitate the customer's AV/VC needs both in-person and virtually
• Own, support, maintain and troubleshoot industry leading AudioVisual & control systems for customer's conference rooms/centers, multipurpose rooms, Unified Communication (UC) & cloud platform
• Perform routine in-person & remote preventative maintenance testing and problem diagnosis of fully integrated, state-of-the-art AV/Control systems comprising of but not limited to video & audio conferencing, video switching, digital video transport, projection, sound & microphone reinforcement, audio distribution, scheduling panels, etc
• Assist with customer meetings/functions that require use of existing AV infrastructure including but not limited to audio & video conferencing, webinar's & webcasting, visual display, and control system operations (Crestron, Cisco, etc)
• Setup, run and breakdown of live events and affiliated AV equipment
• Prepare and stage systems for Quality Control testing as applicable
• Responsible for troubleshooting hardware and applications, providing technical support & problem solving
• Work with IT and cross-functional business partners to support scalable and leading-edge A/V systems
• Collaborates with Desktop Group, Systems Administrators, Facilities, Voice Operations to ensure customer satisfaction
• Works with external/internal teams to plan, implement and support global office builds & integrations as needed
• Provides timely resolution of problems or escalation on behalf of customer to technical staff or management
• Provide client training as needed
• Exhibits a high level of professionalism and is passionate about providing outstanding customer service
• Document's status of issues and provides updates to management, team and end users
• Maintains standard operating procedures, best practices and customer service guidelines
• Drives quality and adherence to best practices within the team

Physical Demands:

• Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Regular, repetitive movements such as typing, mouse movements, and scrolling. Ability to hear and understand spoken communications, both in person and via remote communication tools (e.g., phone, video conferencing).
• Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.

This is an onsite position in Midtown, NY, 5 days a week paying a salary range of $85k to $95k annually.