IT AV Support Specialist (Hybrid)

Merck • Boston, MA

1d • Hybrid

About The Position

This role functions as an IT professional serving as an Audio-Visual (AV) and Conference Rooms Support Specialist with global scope. The position is responsible for the design, delivery, operation, and continuous improvement of AV and conference room services, ensuring a high-quality, customer-centric experience across locations. The Specialist acts as a single point of coordination between onsite IT teams, product teams, vendors, business stakeholders and end users, supporting both hands-on AV operations and service management activities aligned with global strategy.

Requirements

• High School Diploma required.
• Minimum of 3 years of working experience in supporting AV systems in conference rooms or IT operations.
• Strong knowledge of end-user AV environments, including Microsoft Teams Rooms, WebEx Rooms, and related AV components.
• Solid understanding of IT service management principles, preferably ITIL or similar frameworks.
• Understanding and working knowledge of project management principles.
• Proficiency in ITIL or similar IT service management framework.
• Experience operating in matrix environment.
• Customer centricity as a core mindset, prioritizing user experience, satisfaction, and service quality in every interaction.
• Experience supporting hybrid workplace and collaboration technologies in global environments.
• Ability to translate technical topics into business-friendly language for non-technical stakeholders

Nice To Haves

• Demonstrated ability to build and maintain effective partnerships with internal teams and external vendors.
• Proven influence and collaboration skills within cross-functional teams.
• Demonstrated influence in a team setting.
• Demonstrated emotional intelligence in a professional environment.
• Track record of execution excellence and operational discipline.
• Ability to act as a change catalyst in evolving service models.
• Proven influence and collaboration skills within cross-functional teams.
• Understanding of product-based operating models.
• Bachelor's Degree preferred

Responsibilities

• Design, deliver, manage, and continuously improve AV and conference room services supporting global business operations.
• Provide onsite and remote diagnosis, troubleshooting, resolution, and maintenance of AV technologies across global conference rooms.
• Own and document problem diagnosis, solution implementation, administration, and lifecycle maintenance of AV technologies.
• Define and support escalation models between Onsite IT Support teams and advanced AV expertise to ensure timely resolution.
• Act as a liaison between technical teams, business users, management, and vendors regarding service requests, usage standards, security, and compliance.
• Manage external AV suppliers, ensuring adherence to SLAs, KPIs, quality standards, and agreed service targets.
• Define, analyze, and report operational metrics and customer satisfaction indicators related to AV services.
• Manage operational relationships with suppliers, proactively identifying and resolving risks, issues, or conflicts.
• Ensure services are implemented and executed in line with company technical, security, and quality standards, with strong focus on continuous improvement.
• Align AV and Video Conferencing services with product lines, anchor services, and business capabilities.
• Collaborate with BTPs and related IT product teams to ensure integrated AV/VC service delivery.
• Contribute to global AV service strategy, documentation, standards, and knowledge management.
• Support high-visibility meetings and executive events, ensuring service readiness and rapid response.
• Maintain and govern AV standards, runbooks, and knowledge articles to drive consistency and efficiency.
• Participate in incident, problem, and change management processes related to AV services.

Benefits

• medical, dental, vision healthcare and other insurance benefits (for employee and family)
• retirement benefits, including 401(k)
• paid holidays
• vacation
• compassionate and sick days
• annual bonus
• long-term incentive

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED