Technical Support Analyst
About the role
The (UCC) Support role is highly responsive and requires a proactive individual with strong technical and customer service skills. In addition to the core skills and competencies, the role also involves the following:
Responsibilities
Equipment Moves and Physical Setups for Events: The role has physical demands where the team handles transporting, setting up, and dismantling AV hardware such as (but not limited to) projectors, screens, speakers, microphones, lighting rigs, and associated cabling. This often involves lifting and moving heavy items like large displays and sound systems.
Pre-Event: Thoroughly testing all AV systems prior to events to identify and resolve any technical issues, ensuring all equipment is fully functional and optimized for performance.
Event Support: The team will assist in the planning, coordination, and execution of various events. The role requires excellent communication skills, attention to detail, and the ability to work under pressure. This includes providing exceptional VIP support to executive leaders, coordinating events, and ensuring we have resources to enhance their overall experience.
Collaboration and Customer Interaction: Work closely with the UCC towers of Operations and Engineering, following agreed processes and engaging in a collaborative approach. Provide excellent customer service managing incidents, service requests, customer interactions and troubleshooting of a range of cutting-edge UCC technologies.
Requirements
A Bachelor’s degree with 5 years of experience in Audio Visual Support or a related discipline.
Qualifications
Strong working knowledge of Microsoft Teams and Teams Rooms environments, including troubleshooting and administration.
Hands-on experience with AV hardware, including video conferencing systems (e.g., Neat Bars, Poly), camera systems, displays, and audio equipment.
Familiarity with AV control systems, preferably Crestron, including basic operation and troubleshooting.
Understanding of professional audio systems, ideally with some exposure to Biamp or similar audio processing platforms.
Experience supporting live production events, including managing audio, video, and camera systems.
Knowledge of digital audio mixers and Dante audio.
Knowledge of Vmix, BlackMagic Studio Cameras and switchers.
Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
Ability to track, report and collaborate on any technical issues or concerns.
Ability to prioritize tasks efficiently, perform well under pressure, and demonstrate strong organizational skills in managing and resolving escalated incidents.
Skills
- Strong working knowledge of Microsoft Teams and Teams Rooms environments, including troubleshooting and administration.
- Hands-on experience with AV hardware, including video conferencing systems (e.g., Neat Bars, Poly), camera systems, displays, and audio equipment.
- Familiarity with AV control systems, preferably Crestron, including basic operation and troubleshooting.
- Understanding of professional audio systems, ideally with some exposure to Biamp or similar audio processing platforms.
- Experience supporting live production events, including managing audio, video, and camera systems.
- Knowledge of digital audio mixers and Dante audio.
- Knowledge of Vmix, BlackMagic Studio Cameras and switchers.
- Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
- Ability to track, report and collaborate on any technical issues or concerns.
- Ability to prioritize tasks efficiently, perform well under pressure, and demonstrate strong organizational skills in managing and resolving escalated incidents.
Benefits
Moody’s offers a competitive benefits package, including not but limited to medical, dental, vision, parental leave, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, a discounted employee stock purchase plan, and tuition reimbursement.
Pay
The anticipated hiring base salary range for this position is $59,200.00 - $85,750.00, depending on factors such as experience, education, level, skills, and location.
Schedule
This role is available full-time.