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AXA XL · 1 week ago

AV/VC Technical Lead

New York, United States

Full-time

Onsite

Mid, Senior Level

$91K/yr - $123K/yr

AXA XL is known for solving complex risks and is seeking an AV/VC Technical Lead to deliver Audio-Visual conferencing services for the Americas business unit. The role involves overseeing daily operations, providing technical support, and ensuring service stability to enhance the colleague experience.

ConsultingCustomer ServiceFinanceInsurance

Comp. & Benefits

No H1B

U.S. Citizen Only

Responsibilities

Oversee the service ownership of all aspects of the day-to-day delivery of Audio-Visual Video Conferencing services to the America’s business unit

Support the DSS team with hands-on support for AV, VC and Teams rooms where required

Work with Deskside Support Team Lead to ensure support resources have the adequate skills and training to fulfil 1st line responsibilities

Provide hands-on 2nd line technical assistance for more complex issues

Ensure support is provided in a timely manner and service levels are maintained and all requests are properly tracked and responded to

Liaise with Infrastructure Operations (AXA GO) and strategic vendors (i.e. Accenture, Diversified, Telefonica etc)

Assist with the planning and execution of audio-visual setups for global large-scale events (e.g., Townhalls/Live production events/Videography)

Support offsite meetings and events coordination with venue, where required

Coordinate and oversee appropriate maintenance activities to maintain the stability of the service

Collaborate with internal stakeholders such as Workplace, COO teams to understand and address their audio-visual conferencing needs

Manage the service logistics provision including the analysis of demand, making recommendations regarding stock levels, forecasting future needs

Provide comprehensive operational reporting to the America’s IT Service Management Lead

Keep abreast of industry best practices and technological advancements to continuously improve the audio-visual conferencing services

Identify opportunities for improvements in consistency and performance of troubleshooting, and implement these improvement

Lead training and communication to employees to ensure awareness and confidence with using the meeting room technology

Identify and implement continuous improvement strategies to better the colleague experience

Work in partnership with the AXA Go AV/VC product teams & local service management functions to drive the implementation and adoption of the AXA GO AV/VC solution across all AXA XL sites

Occasional on-site after-hours and weekend presence may be required to support business requirements

Ensure that a knowledge base of past issues encountered is maintained and used (Service Now Knowledge Management)

Fill-in coverage for onsite DSS technical support may be required on occasion

Always communicate with colleagues in a professional and courteous manner, providing technical support in a customer-focused way

Foster a culture of exceptional customer support and service delivery to enhance the colleague experience

Occasional travel may be required

Qualification

Audio Visual TechnologyMicrosoft TEAMSNetworking TechnologiesEvent ManagementLenovo TEAMS SolutionsPolycom / Cisco VC SolutionsLogi Rally TechnologyDigital SignageAntivirus Enterprise SolutionsIT Helpdesk SolutionsCustomer Service SkillsProblem-Solving SkillsLeadership SkillsCommunication SkillsDocumentation

Required

Strong technical knowledge and working experience with Audio Visual Technology, Microsoft products including TEAMS, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop and applications technologies and architecture

Lenovo TEAMS and Polycom / Cisco VC Solutions

Logi Rally Technology

Networking, ISE & VPN Concepts

IP TV solutions

Event Management including Sound Desk and Video Mixer systems

Shure Microphones

Digital Signage

Ability to work in a fast paced, high pressure work environment

iPhones & Smart Phone Technologies

Microsoft Office 360 - including Project and Visio

Antivirus Enterprise Solutions

IT Helpdesk Solutions - Service Now