The Dock AV Support

Job description

JOB PURPOSE


Working within the The Dock operations team (Local Technology Services), the purpose of this role is to ensure all audio visual equipment is correctly used, maintained and supported by providing technical support onsite and liaising with the global CIO support model, and local teams and hardware vendors as required.

SCOPE

The Dock AV Support role, working alongside the AV Lead, supports the Audio Visual technical installations for Accenture in Ireland, primarily based in Hanover Quay. Partnering with The Dock Events Technical Support team, the combined support will cover people and technologies for workstations and AV in The Dock.

RESPONSIBILITIES AND ACCOUNTABILITIES

Technology Support, Maintenance & Management

· Act as an AV Cyviz subject matter expert (SME) to ensure dynamic and innovative use of the Cyviz AV installation in The Dock for business as usual and special events.

· Provide ongoing support of the Cyviz Megascreen installation and associated environment in The Dock.

· Create and maintain pre-event checklists for all AV enabled spaces.

· Proactively test and make sure all systems are online and operational.

· Set up and install additional equipment as required for the AV offering (video screens, video monitors, connecting wires and cables, sound speakers etc.) for events and functions.

· Ensure equipment is installed and managed according to its designated layout.

· Monitor speakers to ensure playback quality.

· Test and resolve equipment issues.

· Diagnose and correct media system problems.

· Send in equipment for repairs as needed.

· Clean audio and video equipment and store properly.

· Ensure the safe transfer and shipment of equipment.

· Maintain inventory of equipment.

· Liaise with the wider UKI LTS team for asset management policies and disposals.

Have a basic understanding of the capital spend associated with AV technology, including Depreciation and Interest and asset write offs, working with the program and change function.

Customer Relationship Management

· Provide support / back-up for the Events Technical Support Team

· A certain level of shift work and out of hours support for events is required

· Work closely with the wider LTS and Workplace teams ensuring effective relationships are built and maintained.

· Build effective relationships with customers, actively seeking out and responding to feedback in order to deliver a high level of customer service.

· Work with customer representatives to capture requirements in order to develop knowledge of the client requirements and desired service levels.

· Develop, document and implement resolutions for recurring incidents or problems.

· Maintain a current knowledge and understanding of features, functionality and performance of existing and planned AV display technologies through independent research and by utilizing available vendor resources as appropriate.

· Be knowledgeable of the wider AV conferencing offerings within the CIO suite of offerings (Skype for Business & Cisco Video Conferencing) as well as collaboration technologies to support meetings and events

People Developer

· Maintain an active interest in the other areas of the Local Support Operations and provide support to other team members as appropriate.

· Network across LTS and Workplace and with the organisation's delivery partners, i.e. Centre for Innovation, ensuring positive outward perceptions, communications and collaboration in service delivery.

· Participate in cross team knowledge sharing between the wider LTS group and Workplace.

· Work with operational teams in an advisory capacity to ensure they understand the key initiatives that are being championed by The Dock AV/Events Leads.

· Create and manage own ‘Development Plan' and ensure all training agreed is completed within agreed timescales and to budget.

Supplier & Service Management

· Liaise with 3rd party suppliers to ensure provision of effective services.

· Ensure controlled departmental processes for assigned services are created and maintained and oversee regular reviews to ensure opportunities for improvement are applied and that they remain up to date, efficient, effective and relevant to the customer service offering.

· Develop services owned to ensure the service provision meets customer needs for quality, cost and effectiveness.

· Maintain and manage inventory of all technology equipment that can be made available/loaned to Centre for Innovation personnel and project teams.

Desired profile

PROFESSIONAL QUALIFICATIONS/ACCREDITATIONS AND EXPERIENCE

Prior experience working within a helpdesk service role and IT/AV onsite support.

· Strong understanding of Windows Operating Systems, platforms and technologies

· Basic Knowledge and troubleshooting of AV Conferencing systems and IT systems (WAN/LAN networking)

· Working experience with audio / video devices from Cyviz, Cisco, Polycom, Crestron, Leyard, Planar, Lightware, MS Surface Hub, SMART is a plus

· Knowledge of Digital media systems is a plus

· Excellent written and verbal communication skills

· Excellent organizational skills, efficient multitasking, and strong attention to detail

· Work in a fast paced environment and handle stressful situations

· Be proficient in use of Microsoft products to the following levels:

o Excel - Intermediate

o Word - Basic

o PowerPoint - Basic

o Microsoft Outlook - Basic

· Basic understanding and use of ITSM Remedy, or equivalent incident management tool.

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world's largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .