Audio Visual Support Specialist

Overview

The Audio Visual Support Specialist is a member of the Global Technology Services (GTS) Department at Milbank, LLP. The Specialist reports to the Executive IT Support & Telecom Manager and is based in our 55 Hudson Yards Office in NY. 

Responsibilities

The primary responsibilities of the AV Support Specialist are meeting and event support, including:

• Collaborate with colleagues to support meetings and multi-media activities.
• Ability to self-assign tasks and handle projects on their own with very little supervision.
• Set up conference room technology for scheduled and ad hoc audio and video meetings.
• Assist meeting participants in using the Firm’s internal and external collaboration tools, such as Zoom, Webex, audio conferencing, Cisco Jabber, ClickShare, BlueJeans and alike.
• Help perform system quality checks to promptly correct audio visual (AV) issues prior to meetings and Firm events.
• Help troubleshoot, repair or escalate issues related to our integrated AV systems.
• Support Firm events by setting up, maintaining and/or removing AV equipment.
• Use TMS systems, as well as other Firm systems, to ensure AV requests, reports, follow ups and activities are maintained and recorded.
• Reach out to users to advise them on best video and audio solution for their events.
• Provide support to social events that happen after hours. This might require working late hours.
• Generate meeting reports and edit meeting recordings upon request.
• Answering, evaluating, and prioritizing incoming telephone, email and self-service requests for assistance from end-users.
• Work with vendors to schedule maintenance and part replacement.

As a member of the Support Services team, the Audio Visual Support Specialist will also collaborate with colleagues on technical support, including:

• Assist supporting hardware, software, mobile devices and other peripherals.
• Monitor the call queue from our internal ticketing system (Service Desk) and record, track and close service incidents in a timely manner.
• Take ownership of technical problems and be proactive in resolving the issue.
• Assist the team with IT equipment moves to support internal office relocations.

• Work closely with team colleagues to keep them informed of technical issues, follow-ups, escalations, and resolutions.
• Collaborate with engineers from other teams to resolve Network, Firewall, and other related issues affecting the functionality on our AV infrastructure.

The Audio Visual Support Specialist is client-service driven and able to professionally communicate, engage, follow up and collaborate with IT managers and colleagues, lawyers and other business services teams.

Qualifications

Personal Qualifications

• 1 year in a similar role.
• Ability to self-assign tasks and always remain proactive.
• Ability to voluntarily reach out to other team members to help.
• Ability to write down or document given instructions.
• Well organized and can keep working area clean and fresh.
• Team player who is ambitious and motivated.
• Excellent interpersonal skills and patience working with others.
• Must be able to multitask and work in a fast-paced environment.
• Must have exceptional skills in the following: communications, customer service, problem-solving/trouble-shooting, follow-up, organization, and good verbal and writing skills.
• Demonstrating awareness of current procedures, policies, and processes.
• Strives to exceed the expectations and needs of internal and external clients.
• Makes personal contact, follow ups and closes loops in a timely manner.
• Excellent verbal and written skills.
• Capable of grasping new concepts without prior experience.
• Ability to lift or move heavy equipment, if needed.
• College degree or relative work experience.

Technical Qualifications

• Knowledge of the following would be advantageous:
• Hands-on experience in desk side troubleshooting
• Application support experience with Microsoft Office 365 and Windows 10, Citrix, Cisco AnyConnect, MDM, Work, iManage and SharePoint
• Familiar with iPhone, iPad, and Apple App Store.
• Experience working with and handling audio visual equipment.
• Knowledgeable with Control Systems, DSPs, Audio Distribution, Touch Panels and Virtual TPs, Cisco Codecs & Infrastructure AV equipment.

Telecom requirement and experience:

• Familiar with VOIP technology on Cisco Unified Communications Manager (CUCM) environment or similar platform.
• Setup and register phones in Call Manager.
• Create and delete extensions.
• Create, delete, and reset PIN on Voicemail accounts.
• Diagnosing and resolving end-user phone-related issues.
• Ability to pull and run cabling for telephone systems.
• Patch network ports.