Audio Visual Specialist - SPS-North America

Job Title:Audio Visual Specialist 

Reports To: The Audio Visual Specialist will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership. 

Job Overview: 

The Audio Visual Specialist performs a variety of tasks and work with audio, and video equipment, with the ultimate goal of producing professional video presentations. These tasks include the arranging, connecting, tuning, and operation of video and lighting equipment. 

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service. 

Duties and Responsibilities: 

• Independently operates maintains, analyzes, troubleshoots, repairs and manages A/V systems and peripherals. 
• Performs daily morning checks of all conference rooms to proactively identify issues and ensure they’re all in working order for the day’s meetings. 
• Owns pre-meeting A/V checks for high-profile events as well as for VIP video meetings. 
• Troubleshoots and upgrades and /or replace AV componentry. 
• Understands industry leading vendor equipment. 
• Coordinates external vendor support when required. 
• Completes familiarity with—and adherence to—standard practices and procedures.  
• Fully meets key support performance metrics, such as trouble ticket SLA’s.  
• Full, complete, timely and accurate incident management of application usage. 
• Proactively seeks out additional work during downtime. 
• Builds professional relationships with customers and other teams. 
• Maintains professionalism and composure when interacting with all employees.
• Trains back-up and providing guidance on policies and procedures. 
• Determines what additional support is needed when handling sensitive inquiries. 
• Provides exceptional customer service to client. 
• Provides reception or concierge (front of office) or mail (back of office) coverage as needed. 

Competencies: 

• Strong verbal and written English communication skills. 
• Exemplary communication and follow-up skills.  
• Doer – Very strong technically, CERTIFIED so we can fix and handle more issues internally, engages with our vendors to schedule repairs when necessary, continually visits the assigned spaces ensuring all equipment is up and running, willing to work after hours and offsite for agency events. 
• Thinker – Looking ahead for potential issues, eyes and ears open for new IT opportunities, investigating new technology and raising it to attention of AV team leaders. 
• Relationship Builder – Excellent customer service skills, ability to understand the business and speak their language (no one wants to hear techno jargon), and build relationships with heads of new business, finance, digital, events, accounts, and executive assistants so we know what’s in the pipeline before it happens. 
• Ability to work independently or in a team environment. 
• Ability to multi-task. 
• Willingness to be cross-trained in other areas. 
• Professional appearance and demeanor. 
• Excellent presentation and interpersonal skills. 
• Excellent written and oral communication skills. 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required.  
• 3-5 years prior A/V work experience preferred. 
• Industry certification preferred. 
• Certified Technology Specialist (CTS) preferred. 
• Ability to work assigned work hours determined by the manager.  
• Excellent organizational and time management skills. 
• Analytical abilities and aptitude in problem-solving. 
• Superb written and verbal communication skills. 
• Current knowledge or ability to learn computer-based systems required for functions of position. 
• Required to maintain an overall professional appearance and attitude. 
• Adhere to all policies and procedures required. 

Physical Demands: 

• Approximately 50% of the time this position requires the below physical demands. 
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity is required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Physically able to talk on the phone and input data simultaneously. 
• Ability to lift or move 40 lbs. or greater frequently. 
• Specific vision abilities required by this job include close vision, distance vision, the ability to adjust focus and ability to match or detect differences between colors, including shades of color and brightness. 

Travel: None or Negligible 

Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.