IT Customer Success AV Specialist 1

Responsible for enterprise Audio Video (AV) solutions including design assistance and implementation of vendor back-end management systems; device selection and implementation; and technical services and support.

Troubleshoots and provides root cause analysis of common device issues to proactively identify potential problems.

Works directly with vendors to resolve. Manages vendor technical relationship closely to understand and provide solutions that will best fit with future internal technology enhancements.

• Responsible for troubleshooting customer questions and inquiries regarding AV hardware and process issues.
• Conducts root cause analysis and proactively identifies potential issues/problems; communicates concerns and solutions to vendor and internal stakeholders.
• Provides technical assistance to AV vendor on back-end management systems and hardware troubleshooting.
• Manages vendor technical relationship to ensure vendor device roadmap and systems changes are compatible with future IT technology advancements.
• Tests and evaluates enterprise AV and Collaborations equipment to ensure compatibility with internal applications and unified communication systems. Test and coordinates deployment of firmware and software upgrades on all supported devices (approximately 1,200 devices).
• Participate in stakeholder meetings to understand and document how to best engage those teams and deliver solutions to customers impacted by the new technology.
• Assist internal IT teams in identifying major AV changes with the new technology design and craft end user facing communications and documentation to help drive adoption.
• Assist with developing training for RSM internal staff to interact with AV technology.
• Utilize IT reporting/data gathering systems to analyze customer insights into how they are using the products and achieving value
• Other duties as assigned.

EDUCATION

• Bachelor's degree in technical area or equivalent experience/certification(s).

TECHNICALSKILLS

• Advanced knowledge of AV deployment strategy Advanced knowledge of AV support.
• Strong ability to communicate both verbally and written with diverse audiences.
• Surface level understanding of project related disciplines including exposure to databases and development practices.
• Intermediate understanding of requirements gathering and QA.

EXPERIENCE

• 3+ years relevant experience
• Experience managing multiple projects of low to moderate risk.