Support Services

EY•Cleveland, OH

5d•$63,400 - $130,800•Hybrid

About The Position

The EY wavespace™ AV/Technology Support Specialist will act as a dedicated on-site support specialist with responsibility for day-to-day technology operations, serving as the first point of contact for tech-based aspects of client experience delivery at the EY-Nottingham Spirk Innovation Hub (EYNSIH). In this role, they will ensure that the Hub’s advanced technology – spanning immersive A/V, digital demos, and emerging tech experiences – operates reliably, securely, and at executive-ready standards. The role will blend technology operations, experiential support, and applied innovation, support high-profile client sessions while continuously advancing the Hub’s technical capabilities. They will operate with a high degree of autonomy but will require close partnership with wavespace designers & facilitators, account & engagement teams, and solution developers within Client Technology to deliver seamless, differentiated client experiences. In addition, they will need to build and maintain ongoing relationships with regional leaders, Global Event Enablement, On-Site Tech Support, and wavespace operations, ensuring open communication and feedback around both opportunities and issues impacting the tech landscape at EYNSIH.

Requirements

Bachelor's degree in computer-related field or equivalent work experience
Approximately 6-10 years of experience in end user technology support, A/V systems, and/or innovation environments
Event support and live event management/production
Experience supporting executive-level clients
Strong understanding of enterprise/end-user IT fundamentals
Hands-on experience with immersive and collaboration technologies
Strong analytical skills are required to quickly anticipate, diagnose, and resolve issues/incidents escalated from stakeholders during wavespace sessions
Decision making responsibilities include setting priorities when faced with multiple simultaneous issues/incidents and clearly communicating those priorities to stakeholders as necessary
Decision making responsibilities also include proactively making the call as to if/when technology assets within the environment will need to be repaired or replaced (as opposed to waiting and reacting only once break-fix is needed)
Excellent written and verbal 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 A/V

Nice To Haves

Experience supporting innovation hubs and/or experience centers
Knowledge of A/V industry standards
Familiarity with supply chain, ERP and/or Industry 4.0 concepts
Exposure to IoT, AR/VR, and/or physical AI platforms
Experience with cloud technology e.g. MS Azure
Certified Technology Specialist (CTS) or similar industry certifications desirable

Responsibilities

Deliver best-in-class customer service/hospitality for engagement and account teams throughout the event planning and execution process, embodying the EYNSIH team’s desire to consistently go “above and beyond” for EY clients and stakeholders
Act as the primary onsite technology lead, providing hands-on technical and A/V support for executive-level client workshops and wavespace sessions
Proactively prepare environments through testing and dry runs – having plan B’s (and plan C’s) appropriately in place as circumstances require
Troubleshoot issues in real time to ensure client confidence in EY’s abilities as a tech transformation journey partner is not compromised
Assist 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.
Occasionally provide remote and/or in-person assistance for roadshow events hosted by the EYNSIH team at offsite locations (e.g., other EY locations, client sites, conferences, etc.)
Proactively manage and maintain all onsite technology assets from procurement through sunset, including AV components, AV software, Lab-specific hardware, Collaboration applications, NAS and secure storage, On-site servers for event use, Operating Systems, and Specialized network configurations.
Maintain accurate asset inventories, configurations, and documentation aligned with EY technology, security, and risk standards
Coordinate with wavespace tech, Event Enablement, On-Site Tech Support, Cyber and Risk Management teams to ensure compliance while preserving flexibility for the live innovation environments
Communicate and manage relationships with tech vendors
Identify network issues and report appropriately to have addressed quickly
Identify operational risks and recommend/implement improvement and/or engage correct contacts to discuss refresh plans as necessary