Wavespace: Technology support Specialist - Senior

Job description

EY Wavespace: Technology support Specialist

The opportunity

We are looking for an Technology Support Specialist for EY wavespace team in our Trivandrum office.

EY wavespace is about people and business outcomes. We design immersive programs that bring the right people together, giving them the mindset and collaborative tools to think differently. These days we are doing this both virtually and in-person for clients around the world.

Your key responsibilities 

·  Assists with local on-site and off-site support for firm sponsored wavespace functions/meetings, including a deep understanding and knowledge of network infrastructure, lab/wavespace internal networks and the EY network.
·  Assist with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
·  Assist with provisioning and de-provisioning processing, including setting up of hardware/software for the wavespace support team
·  Assists with (or coordinates) the repair of end user hardware and/or lab hardware and the reinstallation of software as necessary to resolve end user incidents as well as wavespace specific technologies (e.g. MS Surface Hubs, iPads, Digital Signal Processors, Microphone systems, wireless presentation systems, etc.) including the maintenance of these technologies
·  Support of technology applications including MURAL, Miro, Zeetings, Mentimenter, Co Create, and others etc.
·  Additional applications – Bluejeans, Skype, Webex, Teams
·  AV components – Screens; Projectors; Audio/Visual matrix; Digital Signal processors; Cameras etc.
·  Additional AV Components – Raritan(KVM), Box computers, NVX Endpoints, ChromeSticks, Analogway, 360 Cameras
·  Support AV software – Ventuz, Light Key (Astera Lights, Titan Lights), AppSpace, Crestron, QSYS, Gitbash, Solstice, OSC Designer, analogway
·  Support Lab specific hardware - Samsung Flip; MS HoloLens / Oculus Rift; 3D Printer; Digital fabrication machines
·  Additional Hardware – Oculus Go, Surface Studio, Drones
·  Operating System Support – Apple MacOSX (Both EY loadset and consumer) at an Intermediate Level
·  Maintain on-site servers for event use (Value Creation Tool) – Windows Kiosk mode and Kiosk mode on iPads
·  Communicate with vendors on issues and assistance (LiveWire, TAD, Crestron, etc)
·  Able to analyze network issues and report appropriately to have addressed quickly (IE – cisco proprietary)
·  Track and resolves all related Incidents and Service Requests in Ticket Management System; identify sources and trends of technical problems to prevent future occurrences
·  Maintain a thorough understanding of the EY Technology organization and service offerings in order to identify how best to address end user technology needs and incidents

Skills and attributes for success

Analytical/Decision Making Responsibilities:

·  Strong analytical skills are required to address end-user incidents escalated from a customer in the wavespace session or capability to anticipate and resolve an issue.
·  Decision making responsibilities are generally limited to addressing a single end-user issue; need to be able to prioritize incidents being worked on and communicate those priorities to end users as necessary. 

Knowledge and Skills Requirements:

·  Excellent communication, interpersonal, organizational, and time management skills.
·  Excellent customer service attitude.
·  Ability to work effectively with all levels of end users and IT personnel.
·  Ability to communicate in English.
·  Deep understanding of all wavespace technologies include IT and AV 

Ideally, you’ll also have 

Education:

·  Bachelor's degree in computer related field or equivalent work experience 

Experience:

·  Approximately 3-5 years of experience in end user technology support
·  Event support and live event management
·  Knowledge of AV industry standards highly recommended 
·  Experience with cloud technology e.g. MS Azure is beneficial 
·  Basic knowledge of Adobe Creative Suite, Axure, Mural, InVision, Keynote, OmniGraffle, Sketch or other design technologies.