Enterprise Operations Engineer (A/V)

Mastercard • Miami, FL

4d • $61,000 - $102,000 • Hybrid

About The Position

The Multimedia Services team is looking for an Enterprise Operations Engineer, Field Services to join the team in multiple areas around the globe. The role is focused on lifecycle refresh, transformational initiatives, and service delivery within the region they are hired as well as supporting the global team as needed. The ideal candidate is highly motivated, analytical, outcomes oriented, and is a good communicator. With the increased focus on flexible workplace of the future, you will be a key contributor to a dynamic Employee Digital Experience team to enable, connect, and empower your colleagues globally.

Requirements

• Knowledgeable in installation, configuration, and management of AV technologies within a global enterprise (e.g. videoconferencing codes, audio DSP, wireless sharing devices, control systems, room schedulers, digital media switchers, transmitter, and receiver technology)
• Knowledgeable in technical infrastructure (e.g. audio visual, network, security)
• Knowledge of collaboration platforms (e.g. Microsoft Teams, Zoom, Webex)
• Demonstrated focus and success on customer service
• A strong, confident, and exact writer and speaker, able to communicate issues, status, resolution and root cause analysis to stakeholders and management

Responsibilities

• Implement strategic refresh projects within the region
• Collaborate with local stakeholders (e.g. end users, Real Estate Services, Network Engineering, and vendors) to simplify and modernize audio visual experiences
• Facilitate final acceptance of solutions and projects to the Multimedia Services Operations Team leveraging the standard processes and documentation
• Lead resolution and problem management for video conferencing technology in meeting rooms/spaces, scheduling panels, wireless content sharing, and electronic bulletin boards
• Collaborate with other engineering teams (e.g. Network operations) for break/fix
• Facilitate meetings or tasks with external break/fix vendors
• Provide support service management of audio-visual products within the region
• Manage ITSM process for ticketing, incident reporting/resolution, and monitoring
• Contribute to monthly operational metrics and insights
• Contribute input/feedback into global standards and processes
• Conduct the daily activities of the operational support team and provide advanced technical support for Mastercard’s technology operations environment
• Supports development and implementation of standards, procedures, and processes for the operational support team and implements transformational change initiatives
• Participates in vendor relationships, serving as the day-to-day point of contact for third parties and escalates any vendor issues as they arise to resolve in a timely manner
• Identifies opportunities for policy changes, presents proposed changes to management, and creates plans for implementation
• Supports activities related to the deployment, monitoring, troubleshooting, and resolution of systems and applications in the wider Collaborations Tools and Employee Digital Experience (EDE) groups within Mastercard.
• Provides routine technical support and maintenance for Mastercard’s operations environment with an emphasis on networking technologies
• Clarifies common customer problems and provides resolutions for simple system failures or degradations according to standard protocols
• Recommends areas for network enhancements and assists with implementing basic changes within the program environment
• Supports customer interactions to provide infrastructure related services, including incidents, problems, change and capacity management, and reporting activities
• May provide guidance to less experienced team members

Benefits

• insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• flexible spending account and health savings account
• paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
• 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
• 10 annual paid U.S. observed holidays
• 401k with a best-in-class company match
• deferred compensation for eligible roles
• fitness reimbursement or on-site fitness facilities
• eligibility for tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed