The Service Provider shall provide Level 2 (L2) Audio Visual Engineering Support Services to support the day-to-day operation, monitoring, troubleshooting, and maintenance of the Client's Audio Visual (AV) and Zoom Room environments. The service shall focus on incident management, remote diagnostics, platform administration, user communication, and coordination with field support teams to ensure a seamless end-user experience.
Incident Management and User Communication The Service Provider shall: Manage and update assigned incidents and service requests within the IT Service Management (ITSM) platform.
Maintain regular communication with end users and stakeholders regarding incident status, progress, and resolution updates.
Perform daily reviews of open incidents assigned to the support queue and take appropriate actions to drive timely resolution.
Ensure adherence to ticket management processes, documentation standards, and service-level commitments.
Zoom Platform Administration and Support
The Service Provider shall: Monitor and administer Zoom Room environments.
Navigate and utilize Zoom administrative dashboards for operational support.
Verify Zoom Room online and offline status.
Manage room lifecycle activities including placing rooms into maintenance or construction mode and returning rooms to active service status.
Support Zoom Room activation and activation code management.
Utilize Zoom Room web controller functionality for troubleshooting and operational support.
Remote Diagnostics and Troubleshooting
The Service Provider shall: Perform Level 2 troubleshooting for Audio Visual and Zoom Room related incidents.
Conduct remote diagnostics and issue analysis using approved management and support tools.
Utilize ScreenMeet and other remote support tools to:
Reboot room systems and endpoints.
Clear system notifications and pop-up messages.
Validate service health and operational readiness.
Assist in identifying root causes and implementing corrective actions for recurring AV incidents.
Collaboration with Field Services and Support Teams
The Service Provider shall: Work closely with Level 1 Field Services (L1 FS) teams to troubleshoot and resolve room-related issues.
Coordinate remote and onsite troubleshooting activities with field support personnel.
Conduct testing and validation activities with Field Support Teams following incident resolution, maintenance activities, or system changes.
Escalate unresolved issues to Level 3 (L3) engineering teams in accordance with established procedures.
Digital Technology and AV Logistics Support
The Service Provider shall: Provide operational and logistical support for Digital Technology (DT) Audio Visual teams.
Coordinate equipment-related activities, support requests, and service restoration efforts as required.
Assist with operational readiness activities associated with conference rooms, collaboration spaces, and AV technologies.
Monitoring and Operational Support
The Service Provider shall: Monitor the health and operational status of supported AV systems and Zoom Rooms.
Validate room availability and readiness for scheduled meetings and events.
Perform routine operational checks and support activities to minimize service disruptions.
Salary Range$76,800.00 - $115,200.00 USD (Salary)
- Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
- Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:- Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
- Dental provided through UHC
- Nationwide Vision provided by UHC
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
- Corporate Wellness Program provided by Goomi Group
- Employee Assistance Program
- Wellness Days
401k Plan - Basic and Supplemental Life Insurance
- Short Term & Long Term Disability
- Critical Illness, Critical Hospital, and Voluntary Accident Insurance
- Tuition Reimbursement (available 6 months after start date, capped)
- Paid Time Off (accrued and prorated, maximum of 120 hours annually)
- Paid Holidays
- Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law
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