Let's begin! Technical Support Analyst

Moody's•Charlotte, NC

4d•Onsite

About The Position

The (UCC) Support role is highly responsive and requires a proactive individual with strong technical and customer service skills. The Unified Communications & Collaboration (UCC) Support team is responsible for delivering seamless communication and collaboration experiences across Moody’s global offices. The team’s main purpose is to provide expert technical support for meeting rooms, live events, and collaborative technologies, ensuring that employees, executive leadership, and external partners can connect and work together efficiently. Three key ways our department contributes to Moody’s: Enabling High-Quality Collaboration: The UCC team supports and optimizes platforms such as Microsoft Teams, Zoom, Miro, and Trello, facilitating virtual meetings, workshops, and webinars for Moody’s users worldwide. This ensures that teams can collaborate effectively regardless of location, driving productivity and innovation. Supporting Critical Business Events: Our analysts provide technical expertise for live production-style events, including setup, maintenance, and troubleshooting of advanced AV systems. This support is vital for executive meetings, town halls, and client-facing events, helping Moody’s maintain its reputation for operational excellence. Driving Technology Adoption and Training: The team conducts training sessions, offers personalized consultations, and stays current with evolving technologies. By empowering employees to use collaboration tools effectively, the UCC team helps Moody’s remain at the forefront of innovative communication solutions. By joining our team, you will be part of exciting work in global event support, AV technology management, and digital collaboration enablement—making a direct impact on Moody’s ability to connect, communicate, and succeed across diverse locations and business areas.

Requirements

Strong working knowledge of Microsoft Teams and Teams Rooms environments, including troubleshooting and administration.
Hands-on experience with AV hardware, including video conferencing systems (e.g., Neat Bars, Poly), camera systems, displays, and audio equipment.
Familiarity with AV control systems, preferably Crestron, including basic operation and troubleshooting.
Understanding of professional audio systems, ideally with some exposure to Biamp or similar audio processing platforms.
Experience supporting live production events, including managing audio, video, and camera systems.
Knowledge of digital audio mixers and Dante audio.
Knowledge of Vmix, BlackMagic Studio Cameras and switchers.
Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
Ability to track, report and collaborate on any technical issues or concerns.
Ability to prioritize tasks efficiently, perform well under pressure, and demonstrate strong organizational skills in managing and resolving escalated incidents.
A Bachelor’s degree with 5 years of experience in Audio Visual Support or a related discipline.

Responsibilities

Transporting, setting up, and dismantling AV hardware such as projectors, screens, speakers, microphones, lighting rigs, and associated cabling.
Lifting and moving heavy items like large displays and sound systems.
Ensuring all systems function properly, minimizing downtime through troubleshooting, and adapting to various situations to deliver event solutions independently or under direction.
Thoroughly testing all AV systems prior to events to identify and resolve any technical issues, ensuring all equipment is fully functional and optimized for performance.
Assisting in the planning, coordination, and execution of various events.
Providing exceptional VIP support to executive leaders, coordinating events, and ensuring resources are available to enhance their overall experience.
Working closely with the UCC towers of Operations and Engineering, following agreed processes and engaging in a collaborative approach.
Providing excellent customer service managing incidents, service requests, customer interactions and troubleshooting of a range of cutting-edge UCC technologies.