Title : Senior Site Support / Audio-Visual (AV) Engineer
Location : Berlin, Germany
Contract role with Long term duration.
Description :
As Senior Site Support / AV Engineer, you will play a dual role supporting IT and AV services across the EMEA region, delivering proactive, high-quality, and customer-focused solutions aligned with the goals of the End User Services department. On the AV side, you will set up and support AV infrastructure and live event production for high-profile events, lead hybrid collaboration experiences leveraging Microsoft Teams and AV production engineering, and provide day-to-day maintenance and monitoring of conference room equipment. On the IT side, you will ensure the smooth operation of IT services for EMEA colleagues through advanced in-person and remote technical support, hardware and software asset management, and site-level initiatives that continuously improve the overall IT experience.
AV Responsibilities:
· Setup, manage and support the Microsoft Teams AV infrastructure.
· Responsible for troubleshooting and routine monitoring and maintenance of conference room technology and ensuring availability, performance and issue resolution within defined SLAs.
· Provide and deliver a pro-active, high-quality, customer-focused AV support service, with timely assistance and communication meeting the overall aims of the End User Services team.
· Thorough understanding of recording equipment, and conference room technologies, including multi-purpose solutions.
· Capture event scope and requirements and assist with run of show needs, and managing relationships
· Working in collaboration with the Audio-Visual Manager, regional Service Delivery management and support teams to manage internal events.
· Directly assist AV production during rehearsals, photoshoots, and filming
IT Support Responsibilities
· Provide a high level of customer satisfaction by providing a great colleague experience, including prompt and effective support. Follow up with colleagues to ensure issues are resolved to their satisfaction.
· Serve as a primary point of contact for both in-person and remote technical support, for colleagues in the region.
· The ability to resolve complex IT issues, troubleshoot hardware and software problems, and ensure minimal disruption to daily business operations.
· Assist with technical support objectives such as technology hardware provision, refresh and configuration
· Train colleagues on new software and hardware to enable better productivity throughout the business.
· Monitor system performance and ensure optimal operation. Conduct routine maintenance and updates on IT equipment. Ensure security measures are in place and up to date.
· Work with other IT team members to resolve complex issues. Coordinate with vendors for hardware and software procurement.
· Assist in IT projects, such as system upgrades, migrations, and new technology implementations. Provide technical expertise and support during project planning and execution.
What we look for:
· Excellent communication skills, with fluency in both English and German languages, and the ability to interact with both internal employees as well as external customers of the business.
· Ability to provide a high-level of customer experience.
· Previous experience in both IT technical support and AV production roles, especially in managing, supporting and producing live audio-visual events
· In-depth knowledge of Microsoft 365, with a deep understanding of Microsoft Teams.
· In-depth knowledge of collaboration solutions, particularly Cisco and Logitech, Pexip CVI, Zoom, and troubleshooting of meeting and video platforms.
· Proficiency in troubleshooting hardware and software issues
· Knowledge of Microsoft Windows, Apple macOS and iOS, plus Android operating systems
· Familiarity with technology infrastructure services such as network configurations and protocols, server and cloud technologies.
· Ability to work independently and as part of a team
· Desirable but not necessary:
o Powershell scripting understanding
o Qualified to degree-level Diploma or Bachelor Education