Unified Communications & Collaboration Staff Technician

Universal Orlando•Orlando, FL

About The Position

The Unified Communications & Collaboration (UCC) Staff Technician is responsible for supporting the day-to-day operations of the global audio-visual collaboration infrastructure and end user experience, ensuring quality and timely support of A/V systems throughout NBCUniversal. The position reports to the Manager of UCC & Media Experience and will serve as the escalation contact (L2) across all NBCUniversal event spaces, conference rooms, digital signage, and UCC technology and will transfer to (L3) resources after all troubleshooting procedures have been exhausted. This role will serve as a subject matter expert regarding the overall NBCUniversal UCC experience, event support, digital signage maintenance, stakeholder engagement, end user training, and the design build process.

Requirements

Bachelor’s degree in computer-related field preferred or equivalent years of experience.
4+ years of related experience, including but not limited to Audio Systems (Shure, Sennheiser, AKG, Yamaha) and Video Teleconferencing (VTC) experience; or equivalent combination of education and experience.
4+ years Endpoint Admin Experience (Zoom dashboard, Cisco Control Hub, LogiSync, Microsoft XIO, etc).
4+ years of DSP programming (Biamp, QSC).
Exceptional knowledge of Microsoft Teams, Tandberg, Cisco TMS and VCS, SX series codecs and Telepresence, VOIP, SIP, H323, Creston, Polycom Endpoints (HDX/VVX/RMX), AMX and AV cloud collaboration solutions.
Configure, support, troubleshoot and resolve issues associated with Audio Visual hardware and software.
Ability to install conference room technology per NBCUniversal standards.
Configure compute devices for native Microsoft Teams Rooms (MTR) systems.
Experience with room/desk booking solutions (Condeco, iOffice).
Experience with Digital Signage solutions (Appsapce,BrightSign, Haivision, Mediastar).
Experience with (MS Teams, Zoom, Amazon Chime, Bluejeans, Google Meets).

Nice To Haves

Experience in broadcasting, video production, multimedia, or related field a plus.
Ability to execute within a fast-paced agile process.
Ability to design audio and/or video installations from start to finish.
High attention to detail while balancing multiple issues.
Promotes an organizational climate that energizes, motivates, and facilitates teamwork.
Customer Service Skills.
Certified Technology Specialist (CTS) Certification.
Crestron Core Track Certification(s).
Dante Certification Level 1.
Digital Media Certificates.
Strong analytical and problem-solving skills.
Strong knowledge of A/V signal flow.
Proven attention to details and follow-up.
Strong written and verbal communication skills, documentation is a must.
Experience with Microsoft Teams and Cloud Video Interop solutions.
Ability to read and understand signal and network diagrams.
Audio Visual system design knowledge, and design build experience.
Software Development Lifecycle knowledge.
Experience supporting live events
Demonstrates high level of interpersonal soft skills.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Consistent attendance is a job requirement.

Responsibilities

Support all facets of the A/V end user experience and quickly respond to requests for technical assistance via multiple inputs/channels including in person, phone, chat, and email via remote access platforms to meet established SLA's.
Troubleshoot, resolve, recognize, identify, and escalate situations requiring urgent attention and redirect problems to appropriate technical resources.
Work closely with internal Virtual Network Operations Center (L1) technology teams to understand processes and procedures while executing tasks in person.
Follow standard A/V operating procedures; accurately resolve and document Tasks, Incidents, and Requests using ticket tracking software.
Work as a source of escalation for technical issues that surpass the parameters set by leadership and will be responsible for the resolution of hardware for conference rooms and meeting spaces globally.
Support the end user environment, having a principle understanding of network and telephony technology.
Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
Performs other duties as assigned.