IT Build Analyst II - Onsite AV Support

Description

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Department Overview

The Conferencing and Event Services team is part of TDs Workplace Operations group. Our team collaborates with all lines of business groups, Enterprise Real Estate and Technology teams to deliver a seamless technology experience for our colleagues in our Retail locations, Campus offices and home offices across North America. We also deliver a conferencing and event service for our colleagues, supporting in-person and virtual meetings and event capabilities across North America, including conference centers and exclusive executive events.

Summary of Role:

The Onsite AV Support Technician's primary function is to provide audio and video technical support, mainly in-person but occasionally virtually, across the TD Conference facilities in multiple locations within the region. These facilities include multiple conference rooms with varied capacity as well as common and support areas.

Your job is to provide onsite support and enable meetings at these conference centers, as well as occasional remote support if needed. Your role will also require work to standardize an Enterprise Event model service. You will administer, configure and operate systems supporting the various spaces. You'll be asked how to display two or more simultaneous images and accept audio from any available sources. You will ensure support and maintenance are completed. People will use terms like 'guru', 'master', and 'Jedi'!

You are capable, knowledgeable, professional, and can show grace under pressure when required. You think ahead and prevent issues but also remain calm in a crisis. People expect you to arrive early, double-check, and do what it takes. Success means preventing disaster and rescuing the ill-prepared! Your explanations put presenters at ease and your sense of humor dissolves stress. People ask for you by name because your reputation precedes you. You know the audio/video gear conceptually and physically and you have service vendors on speed-dial! Every day is a new adventure: some days will start at 7am and some will end after 6pm. You are polished, great with people, and love to learn. And when the client's not happy, you make it right or find someone who can.

Success in this role: all AV resources are working, users understand how to use the technology, ad hoc issues are resolved rapidly, you have complete understanding of all gear in the conference centers, vendors are engaged crisply and are managed appropriately, stakeholders get frequent and clear updates on matters concerning them, and users expectations are exceeded.

This position offers benefits including mental challenge, technical challenge, relationship management, vendor management, skill development, growing reputation and network, and executive exposure. This role would be helpful in preparing for future opportunities in IT operations, IT delivery, IT Service Desk, vendor management, or service management.

This position reports to Senior Manager, Conferencing and Event Services, Workplace Operations & Collaboration.

Key Responsibilities

AV Event Management:

• Onsite (100%) AV event management and support

• Provide exceptional white glove support for our TD colleagues, clients and conference space partners

• Being able to think on your feet and work in high pressure situations

Issues Management:

• Prepare and prevent technical and presentation issues (proactive)

• Manage and resolve technical issues (reactive)

• Conduct daily preventative testing of audio-visual systems, document and escalate deficiencies for prompt resolution

• Support testing efforts for planned software/equipment upgrades, etc.

• Perform testing according to test plans, monitor and report on results, and work with others on problem resolution

Administrative:

• Proficient in documenting, reporting, and correspondence for future events, completed events, and open tickets.

• Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required

• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)

• Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs

• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines

Communication:

• Collaborate with conference center users, colleagues, vendors, etc.

• Interact with clients to provide quality service/solutions consistent with objectives and client requirements

Other:

• Develop and expand technical skills (e.g. IP Networks, AV, Telepresence, Webex etc.)

• As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines

• Keep current with industry and/or business trends

• Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery

• Share what you know and constantly learn from others, and

• Other duties as assigned.

Job Requirements:

• A good understanding of Audio/Video and Telepresence technology

• Experience with virtual meeting technology (i.e. Cisco WebEx)

• Experience of client-facing responsibilities in a corporate environment

• AV vendor technologies (Crestron Processor, X-Panels, DM Matrix, Q-SYS, Shure, BrightSign, Danter Transmitters/Receivers)

• Basic IP networking, wireless technologies

• Webex Meetings and Events management and troubleshooting

• Provide FANTASTIC customer service

• High level of organization and time management skills

• Anticipate (e.g. expectations, perceptions, concerns, etc.)

• Manage multiple issues at the same time

• Manage your time and activity during both slow and high-urgency periods

• Work effectively both with others and alone

• Stick with an issue until the customer is happy, and maintain a sense of humor.

Schedule: Monday – Friday: 7:00am – 3:00pm and 10:00am – 6:00pm (flexibility required to adjust to start and end times depending on the needs of the events)
Years of experience: 3-5 years

Education: Undergraduate degree or Technical Certificate

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs.

Additional Information:
We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you’re passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process
We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation
Your accessibility is important to us. Please let us know if you’d like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.

We look forward to hearing from you!

Language Requirement (Quebec only):

Sans Objet