Audio Visual and Video Conferencing Expert
3 weeks ago
As a key member of the National Digital Collaboration Team at KPMG Australia, this role represents the 'face of AV/VC & IT' focused on delivering exceptional customer service. The AV/VC Senior Consultant will be responsible for ensuring the highest level of service to customers, using innovative solutions to service requests efficiently and effectively.
Key Responsibilities:- Ensure consistent and reliable Audio Visual, Video Conference Systems and IT equipment are maintained within Service Level Agreements.
- Ensure national processes and procedures are followed.
- Identify and locally escalate support requests that are symptomatic of an unresolved underlying problem in Audio Visual, Video Conference and IT services.
- Testing and maintenance coordination of all audio-visual equipment and back-end infrastructure including software, firmware and hardware upgrades.
- Record all relevant information including progress accurately in ITSM Tool (ServiceNow) in accordance with KPMG Policy and Processes.
- Accurate diagnosis of root cause – Incident or Request.
- Resolution actioned or assigned task(s) to appropriate Repair Authority(s) with the required info within agreed service level.
- Minimise customer impact by providing workarounds where possible.
- Collaborate with Level 2 (Network, Hosting & ITS) and third-party vendors.
- Proactive and reactive system maintenance when required.
- Maintain an accurate record of progress against requests for service using the 'ServiceNow'.
- Constant liaison with various suppliers, such as audio visual vendors and service providers. Build a strong relationship with dedicated suppliers.
- Be customer, and delivery focused, organised and capable of delivering in full and on time.
- Actively identify areas for process improvement and make recommendations to Team Leaders.
- Tertiary level qualification and/or relevant experience.
- Vendor certification/s highly regarded.
- MCP qualification and/or relevant experience.
- VC/AV qualifications, experience highly regarded.
- Video conferencing/AV experience/skills is essential.
- Experience exploring technical hardware.
- Videography experience desirable (cameras, mics, lighting, live web streaming).
- Crestron, XIO, Resource Manager, AMX, RMX/RPCS1800 experience.
- Experience with Microsoft Teams, Zoom, Webex essential.
- Client Relationship experience.
- Sound communication skills.
- Experience in audio visual support within a high demand hospitality environment.
- You enjoy solving problems.
- You can communicate technical concepts in layman's terms.
- You have a sense of urgency—but also the ability to keep your cool.
- You have a foundational understanding of ITSM methodologies.
- You share a passion for technology.
- You are passionate about sharing knowledge and developing others technical skills.
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AV Support Specialist
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Melbourne, Victoria, Australia KPMG Full timeJob DescriptionAs a key member of the National Digital Collaboration Team at KPMG, this role represents the face of AV/VC & IT, providing exceptional customer service and innovative solutions to ensure timely and efficient service delivery.The ideal candidate will have a passion for technology, a fascination with problem-solving, and excellent communication...
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