Audio Visual On-site Support Analyst

**Why Baker McKenzie?**

At Baker McKenzie not only do we pride ourselves on leading pay and a great culture, joining a leading Global Law firm provides unique development opportunities to grow in a highly supportive working environment throughout all stages of your life. We know our people value flexibility around when and where they work. So we are committed to offering a more adaptable way to work, we call this BAgile. As a highly valued employee we will also provide you with an extensive range of wellbeing, recognition & benefits offerings.

For more information on our benefits click here

**The role**:
The role is responsible for ensuring the proper function, operation and development of the firms Audio Visual environment in order to facilitate and support hybrid work, meetings and events allowing staff to collaborate and meet efficiently and effectively.

You will also ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks.

This includes receiving, prioritising, discussing, documenting, and actively resolving customer requests and escalations from the Technology Help Desk.

Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.

**Role responsibilities**:

- Provide technical support for client facilities such as audio and video conferencing services.
- Stay up to date with developments in Audio Visual technology and make recommendations to enhance the national Audio Visual implementation.
- Meet with event organisers to discuss In-person, virtual or hybrid meeting requirements and solutions.
- Provide recommendations and support to ensure the successful delivery of major client and business events.
- Ensure the successful operation of the national Audio Visual environment through regular checks and pro-active maintenance.
- Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution.
- Participate in improvements as they relate to the on-site IT environment.
- Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework.
- Test fixes to ensure problems have been adequately resolved.
- Perform post-resolution follow-ups to customer requests.
- Evaluate documented resolutions and analyse trends for ways to prevent future problems.
- Build rapport with customers.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Prioritise and escalate problems (when required).
- Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role.
- Supports operates and maintains AV equipment for live meetings and events.
- Acts as backup trainer when requested.

**What we're looking for -**
- Strong knowledge of Audio Visual Hardware (Cisco, Poly, Crestron, etc.) and Software (Teams, Zoom, Webex)
- Experience in the field of computer science, information sciences, or related field for 3 to 5 years.
- Microsoft certifications desired or other appropriate certification.
- Strong knowledge of computer hardware with a focus on workstations and laptops.
- Experience with Microsoft Windows.
- Proven track record of working under Service Level Agreements and a Service Desk framework.
- Experience working in a team-oriented, collaborative environment.
- In cases where support needs to be provided in languages other than English, proficiency in English is also required.
- Flexibility to work on projects and tasks outside of business hours and in weekends to ensure mínimal disruption to the business will be necessary from time to time.
- Participation in a regular 24/7 on call rotation.

**About the Firm**

At Baker McKenzie, we are different in the way we think, work and behave. Like no other law firm, we were born global. Our Australian practice was established in Sydney in 1964, in Melbourne in 1982 and in Brisbane in 2014. Our lawyers work seamlessly with our global colleagues, collectively providing a capacity of more than 5,600 locally qualified lawyers and 6,000 professional staff in 76 locations across 46 countries.

Baker McKenzie Australia can offer you access to complex, market leading matters working with some of the world's best legal minds - people who know the law and who understand business. We have an unrivalled ability to provide training and secondment opportunities across our global network.

**Diversity & Inc