Desktop & Av Support Specialist

**Overview**:
A Digital Collaboration Support Officer is responsible for facilitating smooth collaboration within an organization by providing technical support and guidance on digital tools, audio visual hardware and collaboration platforms, ensuring users can effectively collaborate together across different locations, often utilizing platforms like Microsoft Teams, Zoom, and other collaboration software of choice. They typically troubleshoot issues, train users, and manage system access while promoting best practices for efficient digital collaboration, extending to best practices on collaborating on documents, using virtual whiteboards, etc., during a meeting.

**Key Responsibilities**:
**Technical Support**:

- Troubleshooting technical issues users encounter with collaboration tools such as MS Teams, Zoom and audio visual supported hardware
- Assisting with audio visual support vendor account administration, including ticket administration, vendor SLA reporting and support incident / issues administration.
- Providing guidance on navigating features and functionalities of collaboration hardware and Microsoft Teams Room administration.
- Own Microsoft Teams Room (MTR) Management Portal and any other such meeting room portals, monitoring issues affecting the rooms and performance reporting, including actions required to restore rooms to a healthy status.
- Provide AV advice and guidance for any new implementation.

**User Training and Onboarding**:

- Developing and delivering training sessions on new collaboration tools and features.
- Creating user guides and documentation for reference
- Providing individual support to users with varying levels of technical expertise

**System Administration**:

- Managing user permissions and access levels within collaboration platforms
- Monitoring system performance and identifying potential issues
- Implementing updates, patches and upgrades to collaboration tools partnership with the infrastructure and security team.
- Maintaining the security of the meeting devices and the collaboration platform in partnership with the infrastructure and the security team.
- Maintaining AV asset register for hardware and software across Organization.

**Collaboration Process Improvement**:

- Identifying opportunities to optimize workflows and communication with respect to collaboration technology support service.
- Promoting best practices for effective collaboration, meeting room playbooks / guides, meeting etiquette, and document management.
- Consulting with stakeholders to understand their collaboration needs and tailor solutions accordingly

**Communication and Stakeholder Management**:

- Responding to user queries and support requests promptly
- Collaborating with IT teams to address technical issues requiring escalated support
- Communicating updates and changes to users regarding collaboration tools and processes
- Attend regular operational meetings with AV Vendors.

**Required Skills and Qualifications**:

- Strong understanding of various collaboration platforms like Microsoft Teams, Zoom and related audio visual hardware and meeting rooms portal such as MTR.
- Excellent technical troubleshooting skills
- Ability to deliver effective training sessions to diverse audiences
- Excellent communication and interpersonal skills to interact with users at all levels
- Familiarity with change management practices
- Basic understanding of network infrastructure and security protocols

**Job Type**: Fixed term
Contract length: 12 months

Pay: Up to $80,000.00 per year

**Experience**:

- Audio-Visual Support: 2 years (required)
- Desktop support: 3 years (required)

Work Authorisation:

- Australia (required)