AV Escalations Technician at Snap Inc.
Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.
We’re looking for an AV Escalation Technician to join Snap Inc! Working closely with the IT team, you will support the installed meeting technologies in our global offices. The ideal candidate is detail oriented, has a strong aptitude for problem solving, embraces cross-team collaboration, prides themselves with staying on the cutting edge of enterprise AV technologies, and has a passion for customer service.
What you’ll do:
Establish relationships with key internal partners and external service providers.
Maintain collaborative video services and AV technologies in conference rooms and event spaces.
Work with video collaboration services providers, integration vendors, manufacturers to resolve issues quickly and ensure service level agreements are being met.
Track any bugs or system malfunctions while providing strong documentation of issues for team awareness.
Develop proactive procedures for periodic system updates, testing and validation of functionality for all AV equipment.
Collaborate with Event Ops team to provide pre/duration/post event support when necessary and keep event spaces well organized at all times.
Provide documentation and cross training for Event Ops and IT team members on basic troubleshooting procedures, as well as best practices.
Identify when equipment replacement purchases are needed and escalate to corresponding team members.
Maintain warehouse inventories.
Provide support to New Builds team including following up on punch list items with integration vendors on regional builds and commissioning event spaces.
Maintain system configuration files and infrastructure “As-Builts” in collaboration workspaces such as Google Drive.
What we’re looking for:
3-5 years of previous work experience in a similar role and minimum high school diploma.
Experience managing contracted vendor teams
Proficiency with troubleshooting enterprise and professional AV technologies including Crestron, Extron, Biamp, Yamaha, Shure
Familiarity with VTC platforms including Google Meet, Zoom and Fuse
Knowledge of AV transmission protocols including UDP, H.323, VoIP and SIP
Expertise in MAC OSX, Chrome OS and PC platforms.
Strong Communications skills – written and oral.
Proven ability to prioritize and manage multiple tasks, and ever-changing schedules and priorities.
Candidate should possess organizational, communication, problem-solving and interpersonal skills. Attention to detail is crucial.