63770
Desktop Support
Auburn Hills, MI United States
Full Time
Term Contract
Mission: Ensure operational continuity of US Audio Video Services, acting as service liaison and operational analyst.
Key Activities:
- Act as primary interface with AV EUS Manager and project related activities supporting live stream capabilities, large project initiatives, and AV operational troubleshooting
- Manage lifecycle of AV devices (inventory, expired contracts, zero-usage, suspensions, ETF waivers)
- Escalate and follow-up on system/application issues (coverage, in-building connectivity)
- Analyze international usage, identify overages, propose optimization actions
- Assist large-scale AV and facilities initiatives (deployment, recycling, migration)
- Contribute to process improvement and cost savings initiatives
- Ensure rapid reaction and autonomy in dealing with infrastructure or subscription issues
- Excellent knowledge of AV technology, AV mechanics, contract lifecycle, and operational support of all AV technology
- Technical understanding of AV technology set up configuration - Proficiency in ServiceNow or equivalent ITSM solutions
- Minimum AS +3 (e.g. Audio Video, IT degree)
- Strong understanding of the AV industry (operator processes, contract structures, mobile lifecycle management)
- Good IT culture (ticketing tools, databases, data visualization)
- Operational KPI tracking (response times, resolution, savings)
- On-demand incident/escalation reports
Based on Experience