EY wavespace - AV Technology Support Specialist - EY Technology

EY • Seattle, WA

7d • $63,400 - $130,800 • Onsite

About The Position

EY wavespaces are at the forefront of EY’s Digital Strategy, and EY has been identified as the Industry Leader in Digital Transformation. With approximately 50 wavespace centers globally, these spaces are crucial for engaging with existing and future clients, forming a powerful network for sessions and teams. wavespace helps clients respond to disruptive forces and new digital challenges. The EY wavespace™ AV/Technology Support Specialist will act as a dedicated on-site support specialist and technical first point of contact for meetings and events in their respective geographic area. This role requires delivering quality client service, possessing appropriate knowledge, and being technically well-versed in EY’s technology landscape. Maintaining ongoing relationships with Regional and Team Leads, the Global Event Enablement team, and other EY Technology teams and Service Line functions is essential for open communication, feedback, and providing relevant services and opportunities.

Requirements

• Strong analytical skills are required to address end-user incidents escalated from a customer in the wavespace session or capability to anticipate and resolve an issue.
• Decision making responsibilities are generally limited to addressing a single end-user issue; need to be able to prioritize incidents being worked on and communicate those priorities to end users as necessary.
• Excellent communication, interpersonal, organizational, and time management skills.
• Excellent customer service attitude.
• Ability to work effectively with all levels of end users and IT personnel.
• Ability to communicate in English.
• Deep understanding of all wavespace technologies, including IT and AV.
• Bachelor's degree in computer related field or equivalent work experience.
• Approximately 3-5 years of experience in AV/end user technology support.
• Event support and live event management/production.
• AV Skills/Broadcast experience as this location will have a broadcast studio.
• Knowledge of AV industry standards highly recommended.
• Experience with cloud technology e.g. MS Azure is beneficial.

Nice To Haves

• Certified Technology Specialist (CTS) or similar industry certifications desirable.

Responsibilities

• Assists with local on-site and off-site support for firm sponsored wavespace functions/meetings, including a deep understanding and knowledge of network infrastructure, lab/wavespace internal networks and the EY network.
• Assist with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware).
• Assist with provisioning and de-provisioning processing, including setting up of hardware/software for the wavespace support team.
• Assists with (or coordinates) the repair of end user hardware and/or lab hardware and the reinstallation of software as necessary to resolve end user incidents as well as wavespace specific technologies (e.g. MS Surface Hubs, iPads, Microsoft Surface Studios, Digital Signal Processors, Microphone systems, wireless presentation systems, Microsoft Teams Rooms, etc.) including the maintenance of these technologies.
• Support of technology applications including Miro, Slido, Co Create, and others etc.
• Support additional applications – Bluejeans, Webex, Microsoft Teams, Zoom.
• Support AV components – Planar video walls, Digital touch screens, HD Projectors; Video matrix switching; Digital Signal processors; IP/PTZ Cameras, Dante, BiAmp, BrightSign Players, Mersive Solstice, Sonos players, Lightbars, production/spot lights.
• Support additional AV Components – Raritan (KVM), Box computers, NVX Endpoints, ChromeSticks, Analogway, 360 Cameras, Video conferencing codecs.
• Support AV software – Ventuz, Light Key (Astera Lights, Titan Lights), AppSpace, Crestron, QSYS, Gitbash, OSC Designer, Chauvet lighting.
• Support Lab specific hardware - MS HoloLens/Meta Quest headsets; 3D Printers.
• Operating System Support – Windows 11, Apple Mac OS (Both EY loadset and consumer) at an Intermediate Level.
• Knowledge in utilizing NAS capabilities and secure storage.
• Understand and interpret specialized network configurations (IE-enablement of AirCast for IOS devices on network).
• Maintain on-site servers for event use (Value Creation Tool) – Windows Kiosk mode and Kiosk mode on iPads.
• Communicate and manage relationships with vendors.
• Able to analyze network issues and report appropriately to have addressed quickly (IE – cisco proprietary).
• Track and resolves all related Incidents and Service Requests in Ticket Management System (ServiceNow); identify sources and trends of technical problems to prevent future occurrences.
• Under minimal supervision, provides after-hours service for escalated issues from the Service Desk, Team Lead or wavespace stakeholder.
• Maintain a thorough understanding of the EY Technology organization and service offerings in order to identify how best to address end user technology needs and incidents.
• Understand the Firm’s business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel.

Benefits

• medical and dental coverage
• pension and 401(k) plans
• a wide range of paid time off options
• flexible vacation policy
• time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree