AV & Desktop Support Engineer

A/V equipment

• Video distribution: Extron (PCS and XTP software)
• Audio system processing: Biamp (Tesira and Dante software)
• Video production: Blackmagic
• Control System: Extron and Crestron
• Collaboration appliances: HP/Poly, Neat, DTEN, Logitech, Lightware
• Collaboration hosting platform: 95% Zoom / 5% Teams

General tasks

• Installation and configuration of hardware, software, systems, printers, and scanners.
• Supervision and maintenance of IT systems.
• Timely response to service problems and requests.
• Repair and replacement of equipment as needed.
• Providing support and guidance to end users, especially for "how-to" questions.
• Transferring or escalating incidents, requests, and queries to other support groups when outside their responsibility.
• Updating and maintaining technical knowledge bases (including problems, known errors, technical guides, procedures, etc.).
• Identifying, documenting, and training the Service Desk team on issues that can be resolved by them.
• Managing IT change controls and requests as part of their core service functions.
• Collaborating with the Service Coordinator and, if necessary, the SDM to ensure proper service delivery for tasks not initially defined.
• Smart Hands for the site.
• VIP Support.

Desktop Support

• HP hardware with some Dell hardware -
• Windows 10 & 11 In the lab Windows 7, XP or versions
• Intune is a cloud-based service that helps organizations manage and secure devices
• Autopilot - enables organizations to automate the entire device activation and user assignment process with a one-time setup.
• SCCM Moving off of SCCM - a comprehensive, client-based management suite designed for IT administrators to deploy, manage, and secure large numbers of Windows-based devices.
• Azure a virtualized computing experience hosted in Microsoft s public cloud rather than on physical, local hardware
• JAMF for MAC - a leading (MDM) software platform designed exclusively to manage, secure, and configure Apple devices including macOS, iOS, iPadOS, and tvOS within organizations.
• Linux - a free, open-source, Unix-like operating system (OS) based on the Linux kernel
• Service Now Ticketing software a digital record used by organizations to track, manage, and resolve customer issues, technical problems, or service requests
• SLAK Chat

• MS Office: Installation and configuration
• MS Windows: Installation and configuration
• Antivirus: Installation and configuration
• Device Encryption: Implementation and support
• Microcomputer Applications: Installation and configuration
• SAP GUI: Installation and support
• Inventory Control: Inventory and warehouse management
• ITSM Tool: Ticket management in ITSM tool
• Microcomputing: Microcomputer support
• Computer Networks: Basic support for devices in corporate networks

ITIL: Knowledge of ITIL methodologies