Systems Operations Specialist

NBBJ • New York, NY

2d • $95,000 - $120,000

About The Position

ESI Design, an NBBJ Studio, transforms places into experiences that drive excitement and create a unique invitation for personal interaction and empathy. We experiment and collaborate to develop new ideas for high-profile, visionary clients. We are a community of makers that design, develop and construct large-scale, novel ideas. As a studio within the highly regarded NBBJ Design firm, we are uniquely positioned within the experience industry. We partner with pioneers like Barclays, eBay, Beacon Capital Partners, the Statue of Liberty Museum, and WarnerMedia to create solutions for tomorrow guided by our vision: we design for life.
ESI Design’s approach to experience design combines the physical, digital and behavioral to create memorable moments. We believe the most compelling experiences are born from interdisciplinary collaboration. As a result, our eclectic team and user-first approach allows us to provide a range of experience solutions and a depth of service that’s unique in the world of design. We don’t do off-the-rack solutions – we create custom experiences that are tailor made for every individual client’s needs.
The role at a glance:
ESI Design is seeking a Systems Operations Specialist. The studio is seeking someone who can work independently and collaboratively with our Creative Technology Director and Operations Leader to manage our media maintenance contracts with various clients. The successful candidate will have excellent communication and problem solving skills to deliver outstanding results for our clients as well as a passion for experience design.

Requirements

• A minimum of 5 years of demonstrated experience for an experience design firm or A/V integrator
• Strong understanding of audio visual technology systems
• Must have excellent communication (verbal/written) skills with respect to clients, team members, peers, and management
• Demonstrated experience with troubleshooting and analytical problem solving for complex A/V installations
• Comfortable interacting with clients, building managers, vendors, and internal teams
• Proven ability to work in cross-functional environments including corporate, retail, and commercial real estate
• Working knowledge of Brightsign, Crestron, Q-sys and equivalent media servers and AV platforms
• This position requires occasional travel to client locations for maintenance visits
• Detail oriented, tracking resources, contacts, and Helpdesk tickets across multiple projects simultaneously

Responsibilities

• Responsible for maintenance operations for all completed projects under active maintenance contracts, including tier-1 troubleshooting, escalation to software developers, hardware integrators, and any other necessary vendors through issue resolution
• In some cases, act as the primary user of the CMS on completed projects, updating and scheduling content as needed for the client, or assisting and training them on how to manage the CMS themselves and intervening when necessary
• Renew and negotiate maintenance contracts with clients, involving NBBJ legal when necessary
• Review billing statements and ensure invoices are paid
• Manage changes in client ownership, stakeholders, or billing structures
• Maintain comprehensive documentation by recording tickets and tracking resolutions, as well as compiling detailed installation records including manuals, as-built drawings, IP address tables, and contact information for all personnel involved in the installation and ongoing maintenance of the project
• Take ownership in customer relations, ensuring all clients under contract are receiving service in a timely fashion and see value in the contract
• Conduct on-site maintenance visits at some sites on an annual basis to meet with clients, review equipment, and make recommendations as needed on future budgeting and planning for upgrades.
• Interest in expanding beyond system operations to better understand—and potentially contribute to—the software and technical systems behind ESI’s experiential work

What This Job Offers

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