IT Support & AV Engineer (Digital Concierge)

Purpose of Role:

We are looking for an IT Support & AV Engineer (Digital Concierge) to provide onsite support and ensure global Tech Foundation processes and services are effectively delivered to business users. The role combines IT deskside support, AV engineering, and user guidance to enhance customer satisfaction, streamline processes, and unlock value across global operations.

Key Responsibilities:

Onsite IT & AV Support

• Provide onsite support for Tech Foundation services, including laptops, printers, and meeting room technologies.
• Escort and support third-party engineers for onsite hardware repairs.
• Support AV systems for Townhalls, conferences, and live streaming, including setup and troubleshooting of audio-visual equipment.
• Provide technical support for video conferencing, meeting rooms, and AV hardware/software.
• Assist with global hardware refresh projects (laptops, mobiles, tablets).

User Guidance & Process Alignment

• Guide end-users on correct processes for obtaining laptops, mobiles, and iPads.
• Train and assist users on global tools such as UNA, IHD, and vBSC.
• Monitor adoption of central processes, eliminating inefficiencies and local variations.

Issue Resolution & Escalation

• Act as first point of contact for local IT and AV issues, escalating to global teams as needed.
• Ensure SLA adherence by coordinating with central Tech Foundation teams.
• Document incidents, resolutions, and escalations to improve processes.

Customer Experience & Continuous Improvement

• Enhance user experience by providing clear communication and proactive support.
• Monitor and report customer satisfaction levels, suggesting improvements.
• Contribute to harmonisation of IT and AV support across regions.

Qualifications and Skills:

• Proven experience in IT Support, Deskside Services, or AV Engineering.
• Strong knowledge of Tech Foundation Services, Windows/Mac systems, Office 365, Active Directory, and networking basics.
• Hands-on experience with AV systems: video conferencing (Zoom, Teams, WebEx), projectors, microphones, displays, and streaming solutions.
• Experience in stakeholder management and working with global virtual teams.
• Excellent troubleshooting, problem-solving, and customer service skills.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira) and ITIL practices.

Preferred:

• Experience with AV installations, testing, and maintenance.
• Knowledge of collaboration platforms and integrated meeting room solutions.
• Certification in ITIL, AVIXA CTS, or similar is a plus.