Onsite AV Support - IT Build Analyst II

TD•Toronto, ON

1d•CA$69,700 - CA$98,400•Onsite

About The Position

The Conferencing and Event Services team is part of TDs Workplace Operations group. Our team collaborates with all lines of business groups, Enterprise Real Estate and Technology teams to deliver a seamless technology experience for our colleagues in our Retail locations, Campus offices and home offices across North America. We also deliver a conferencing and event service for our colleagues, supporting in-person and virtual meetings and event capabilities across North America, including conference centers and exclusive executive events. The Onsite AV Support Technician's primary function is to provide audio and video technical support, mainly in-person but occasionally virtually, across the TD Conference facilities in multiple locations within the region. These facilities include multiple conference rooms with varied capacity as well as common and support areas. Your job is to provide onsite support and enable meetings at these conference centers, as well as occasional remote support if needed. Your role will also require work to standardize an Enterprise Event model service. You will administer, configure and operate systems supporting the various spaces. You'll be asked how to display two or more simultaneous images and accept audio from any available sources. You will ensure support and maintenance are completed. People will use terms like 'guru', 'master', and 'Jedi'! You are capable, knowledgeable, professional, and can show grace under pressure when required. You think ahead and prevent issues but also remain calm in a crisis. People expect you to arrive early, double-check, and do what it takes. Success means preventing disaster and rescuing the ill-prepared! Your explanations put presenters at ease and your sense of humor dissolves stress. People ask for you by name because your reputation precedes you. You know the audio/video gear conceptually and physically and you have service vendors on speed-dial! Every day is a new adventure: some days will start at 7am and some will end after 6pm. You are polished, great with people, and love to learn. And when the client's not happy, you make it right or find someone who can. Success in this role: all AV resources are working, users understand how to use the technology, ad hoc issues are resolved rapidly, you have complete understanding of all gear in the conference centers, vendors are engaged crisply and are managed appropriately, stakeholders get frequent and clear updates on matters concerning them, and users expectations are exceeded. This position offers benefits including mental challenge, technical challenge, relationship management, vendor management, skill development, growing reputation and network, and executive exposure. This role would be helpful in preparing for future opportunities in IT operations, IT delivery, IT Service Desk, vendor management, or service management. This position reports to Senior Manager, Conferencing and Event Services, Workplace Operations & Collaboration.

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.

Responsibilities

Onsite (100%) AV event management and support
Provide exceptional white glove support for our TD colleagues, clients and conference space partners
Being able to 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.