Audio Visual Support Technician

General Motors•Sunnyvale, CA

About The Position

The Role: The position will be within General Motors Core IT business unit, based in Sunnyvale, CA, US. This is an Operations position where the candidate will play a key role in creating and supporting Enterprise Broadcast services to Internal GM teams. Areas of support include daily operation and administration of Virtual Conferences, Video Streaming and Large Meetings using tools which range from: Brightcove, Kaltura, Video Collaboration Rooms, MS Teams, or any potential video meeting platforms onboarded to GM. Daily operations also include coordination of customer logistics to support broadcast events. The goal is to provide customers (with a premium user experience using world class digital platforms). Streaming Support Specialist will provide direct customer support, customer training and coordination of issues resolutions through their knowledge and ability to solve issues via remote collaboration. The successful candidate must be able to drive improvement through quality initiatives, including metrics development, monitoring and corrective action for deficiencies. The successful individual will participate in support of GM’s meeting and collaboration services, including Operational support, process improvement, solution identification and deployment. Successful applicants will provide technical support and maintenance of existing solutions. Team members must work cross-functionally between operations, engineering teams, and end-user support teams. The person contributes and develops communication materials, training plans, project planning documents, end-user communication and other written forms necessary to manage a service. It is expected that they will provide regular updates to management regarding status of open projects, initiatives or services. Important capabilities include partnerships with cross-geographic teams. Must have excellent language and customer service skills. Handle stressful situations in a professional manner and be creative in problem resolution. Successful applicants should understand and track industry trends, standards, current technologies, and policies and can articulate the effects of these trends in our broadcast services space. This Position may require the person to work a flexible shift structure. The Shift Structure will follow our service based on working hours utilizing video and digital signage locations. Team members may operate in a small group per shift and will sustain the video services on a 24 x 7 basis.

Requirements

Bachelor's degree.
10 years of broadcast experience.
Experience in developing training materials & in training others
Experience with digital audio and video streaming
Experience in broadcast streaming and Virtual Conferencing
Experience managing complex events where customers expect flawless execution of the show flow and services supporting their event
Demonstrated experience being a customer advocate were expectation of their show needs to communicate to the technical support team for execution

Nice To Haves

Experience with studio and field broadcast production systems.
Experience with broadcast switching and editing systems.
Project management skills are an advantage

Responsibilities

Work in a collaborative team environment which requires high interaction with senior level executives and support personnel.
Development of Training and Communication materials.
Strong interpersonal skills with the ability to teach partners with little to no technical experience.
Quickly identify and troubleshoot issues related to systems to minimize disruptions.
Participate in developing and maintaining SOPs and system documentation.
Implementing Solutions developed by Core IT.
Operate a video switcher, and associated peripherals for live and recorded productions on all platforms.
Implementing and supporting video streaming and conferencing products including Brightcove, Kaltura, Cisco, Microsoft or other world class meeting services.
Analyze and create technical specifications and standards as required
Ability to lead complex, cross-organizational events across multiple boundaries