IT Build Analyst II - Onsite AV Support

TD•Toronto, ON

11d•CA$69,700 - CA$98,400•Onsite

About The Position

The Conferencing and Event Services team, part of TD's Workplace Operations group, collaborates with various business lines, Enterprise Real Estate, and Technology teams to ensure a seamless technology experience for colleagues across North America in retail locations, campus offices, and home offices. The team also provides conferencing and event services, supporting both in-person and virtual meetings and events. The Onsite AV Support Technician's primary role is to offer audio and video technical support, predominantly in person, for TD Conference facilities in multiple regional locations. These facilities include conference rooms of varying capacities, as well as common and support areas. The technician will provide onsite support to enable meetings at these conference centers and offer occasional remote support. A key aspect of the role involves standardizing an Enterprise Event model service, administering, configuring, and operating the systems that support these spaces. The ideal candidate is knowledgeable, professional, and capable of remaining calm under pressure, with a proactive approach to issue prevention and a calm demeanor in crises. They are expected to be punctual, thorough, and dedicated to ensuring success, often by preventing disasters and assisting those unprepared. Excellent communication skills are essential, with the ability to put presenters at ease and de-escalate stressful situations with a sense of humor. The technician should have a strong conceptual and physical understanding of audio/video equipment and maintain relationships with service vendors. The role involves daily variety, with flexible start and end times, and requires a polished demeanor, strong interpersonal skills, and a passion for learning. The technician must be adept at resolving client dissatisfaction or escalating issues appropriately. Success is measured by ensuring all AV resources are functional, users understand the technology, ad hoc issues are resolved quickly, a comprehensive understanding of all conference center equipment is maintained, vendors are managed effectively, stakeholders receive timely updates, and user expectations are exceeded.

Requirements

A good understanding of Audio/Video and Telepresence technology
Experience with virtual meeting technology (i.e. Cisco WebEx)
Experience of client-facing responsibilities in a corporate environment
AV vendor technologies (Crestron Processor, X-Panels, DM Matrix, Q-SYS, Shure, BrightSign, Danter Transmitters/Receivers)
Basic IP networking, wireless technologies
Webex Meetings and Events management and troubleshooting
Provide FANTASTIC customer service
High level of organization and time management skills
Anticipate (e.g. expectations, perceptions, concerns, etc.)
Manage multiple issues at the same time
Manage your time and activity during both slow and high-urgency periods
Work effectively both with others and alone
Stick with an issue until the customer is happy, and maintain a sense of humor.

Nice To Haves

3-5 years of experience
Undergraduate degree or Technical Certificate

Responsibilities

Onsite AV event management and support
Provide exceptional white glove support for TD colleagues, clients, and conference space partners
Think on your feet and work in high-pressure situations
Prepare and prevent technical and presentation issues (proactive)
Manage and resolve technical issues (reactive)
Conduct daily preventative testing of audio-visual systems, document and escalate deficiencies for prompt resolution
Support testing efforts for planned software/equipment upgrades, etc.
Perform testing according to test plans, monitor and report on results, and work with others on problem resolution
Proficient in documenting, reporting, and correspondence for future events, completed events, and open tickets.
Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
Collaborate with conference center users, colleagues, vendors, etc.
Interact with clients to provide quality service/solutions consistent with objectives and client requirements
Develop and expand technical skills (e.g. IP Networks, AV, Telepresence, Webex etc.)
As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines
Keep current with industry and/or business trends
Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
Share what you know and constantly learn from others
Other duties as assigned.