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Job description

About The Role
Role Overview

The main purpose of the role is to provide technical support to the Live Streaming Team. You will have exposure to a multitude of technologies in the audio visual and video conference arena including meeting room, events, video conference scheduling and live streaming services.
You will report to the EMEA Live Streaming Lead and will be required to work predominantly at the Canary Wharf or Victoria Embankment Site in London although you may be asked to work on any other client site in EMEA. Also, work from home may be available to you from time to time and when appropriate.

Key Responsibilities

• You will be mainly responsible for running virtual events and producing video replays
• Administration necessary to support the role including email correspondence using professional language and decorum

• To have the teams voice and ensure the morale and culture of the team is a positive one through encouragement and preserving professional integrity

• To assist with training of new technicians and continued training and development of the team.

• Video conference/audio conference set-up and support with software and hardware platforms including Zoom, Cisco & Polycom systems

• Escalate issues effectively and professionally to management and engineering

• Continuous learning and development. Staying up to date with the latest technology and processes

• Overseeing the MCR being available for consultation by other technicians scheduled for MCR support

• Manage all aspects of the Video Calls from initial booking through to the monitoring and completion of all calls including scheduling and full systems operational testing prior to any high-profile event

• Working alongside the Breakfix team by locating faults and providing resolutions i.e. Fix/replace/upgrade hardware when relevant in support of the AV & VC facilities

• Working alongside the event team and helping out with basic tasks from time to time

• To be an ambassador of the team and the company - approach and professionalism is extremely important

• Customer service skills are essential along with the ability to work calmly under pressure and resolve any issues quickly and professionally

• To be very presentable and able to liaise with senior executives in a calm and professional manner at all times both face to face and via the telephone/Zoom

• Required to work onsite shifts to meet requirements with a flexible approach ensuring out of hours events are also covered

• Liaison with help desk & operations team to arrange backup support when required

• Administration necessary to support the role utilising Microsoft office applications, Zoom back-end, bespoke ticketing systems and room booking software.

• Attend other sites as required (this includes outside of London)

• Provide Service Delivery across all site(s) against pre agreed SLA

• Proactively train and support end users as required

• To be fully competent with all installed & portable technologies

• Provide support on an individual basis to users at all levels of seniority

• Assist with high level audio/visual quality of presentations - optimization of content aspect ratios/resolutions and file formats to suit

• Attend and remain on station for important events where required

• Working any rotational shift basis as required

About Us
proAV designs, integrates and supports blended technology solutions with AV, UC and beyond including end-to-end services and 24/7/365 support to enhance global collaboration and empower your world of communication.
From reviewing technology to integration to post-deployment support, you’re in safe hands when you trust your AV and UC to proAV.
We are recognised as one of the AV industry’s most powerful international delivery and support operations trusted by a varied client base in more than 80 countries across 6 continents. To date, we have completed 700+ projects outside of the UK that meets the demands and challenges of a globalised marketplace, keeping the lines of communication and collaboration open.
From our state-of-the-art Customer Services Centre and Video Network Operations Centre (VNOC) our dedicated teams manage, monitor and protect our global clients’ business-critical AV systems architecture, products and technologies 24/7/365.

Equal Opportunities
proAV are an equal opportunities employer, committed to promoting diversity and inclusion in the workplace and for job applicants, and are encouraged regardless of age, disability, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We aim to create a working environment in which all individuals can make best use of their skills, free from discrimination or harassment, and that we understand, recognise, respect and value differences so that all decisions are based upon merit. The principals of non-discrimination and equality of opportunity, diversity and inclusion also apply to the way in which we treat visitors, clients, customers, suppliers, and workers.

Job Type: Permanent