Primary responsibilities include providing white glove service to all
users of the Conference Centre.Our Conference Centre is used for
high-level, fast-paced meetings, depositions, video conferences and
small to large-scale events. The candidate must know their craft, and
instil confidence by remaining calm in high-pressure situations while
focusing on the task at hand. Candidate must meet or exceed the
expectations of the users of the Conference Centre by preparing for
their meeting in advance and understanding the technical requirements.
Ability to interact professionally with all levels of firm personnel
to ensure the seamless and timely execution of meetings, training
sessions and special events. Other responsibilities include thoroughly
understanding the firm's hardware and software platforms for
troubleshooting and configuration. This position may require
occasional travel to our global offices.
ESSENTIAL FUNCTIONS (This list is not exhaustive
and may be supplemented and changed as necessary.)
This position requires strong people skills due to the high-level
clients that we serve, such as share partners and clients. This
position will report to the Associate Director, Global Technology
Support. The candidate must have excellent customer service skills and
be able to provide white glove service to all users of the conference
centre. The candidate must establish and maintain effective, courteous
relationships with customers and team members. Always speak and act
with the customer in mind.
Strong analytical reasoning and AV troubleshooting skills are a plus.
Individual must also possess excellent judgment regarding local
Conference Technology matters. Must be able to assess situations
quickly and proactively to ensure customer/client satisfaction.
Excellent verbal and written communication skills are necessary in
addition to having a strong customer service commitment.
The candidate's responsibilities will include but not limited to:
Support the day-to-day Conference Centre Technology operational needs
Assist the Conference Technology team with organizing and
documenting all aspects of Conference Technology
Help keep documentation on all maintenance activities including
any equipment changes and incident reports
Set up audio conferences (microphones, sound systems,
speakerphones, conference calls)
Set up and support in person/hybrid meetings using Zoom, WebEx, MS
Teams etc
Set up presentation equipment (LCD projectors, screens, PowerPoint
presentations, videos)
Laptops (webinars, network connections)
Become proficient on the operation of Kirkland's Crestron program
Assist with monthly reports as required to the team lead
Maintain documentation on all maintenance activities, projection
lamp hours, any equipment changes and incident reports
Daily coordination and communication with the local conference
centre scheduler to ensure the client's needs are provided and
supported as requested
Maintain coordination with the FW Conference Technology team
Maintain sufficient inventory of supplies (batteries, cables,
power supplies)/ensure operating efficiency of equipment
Ensure daily that all onsite Conference Centre Technology systems
are fully functional.
Perform system maintenance as scheduled and work with vendors as required
Exhibit helpful, customer service-oriented attitude with team
members and end-users
Remain calm yet communicate (and act) with sense of urgency when
an end-user has an urgent matter requiring resolution
General knowledge and troubleshooting of the firm's standard
hardware such as laptop issues and related programs
Strong Knowledge of Microsoft PowerPoint
Retains knowledge and stays current on the firm's procedures and
guidelines that affect technology usage and support requirements
Microphone mixers/digital sound processors
Microphones types and pickup patterns
Strong understanding of display resolutions
Strong understanding of the different video connector types
Ability to read AV drawings and signal flow
Understating of the different video playback formats
Understanding of Audio signal levels (mic, line, speaker)
Remotely assist with desktop video conference applications
Strong troubleshooting skills; troubleshooting desktop Webcams,
microphones, and speaker issues
Participates in overtime on an as needed basis.
May be required to travel to international offices
OTHER FUNCTIONS (This list is not exhaustive and
may be supplemented and changed as necessary. Delete if not applicable.)
Test with external sites prior to meeting (ideally in the same
video conference room as meeting)
Coordinate with meeting hosts to confirm full understanding of
what they are trying to achieve during their meeting
Daily systems room checks to ensure all of technical features are
running at optimum prior to room usage
Able to provide direction and resolution in high-pressure circumstances.
Assist with quarterly detailed testing of all conference room equipment
Provide immediate response to client requests for assistance.
Maintain confidentiality in all client and firm matters.
Other duties as assigned
Video/Audio recording and editing
REQUIREMENTS
Education, Work Experience, Skills
Proven AV experience in a conference centre environment
Must have a current or working towards Avixa CTS certification and
maintained during employment
Exceptional customer service abilities
Superior oral and written communication and
problem-solving/strategizing skills
Willingness to learn and adapt to new systems and procedures/stay
current with AV technology
Flexibility in daily work hours to meet the conference client's
needs including weekends
Ability to support remote trials and virtual events
Required : Minimum understanding of complex AV system.
Understanding of signal flow within a system
Preferred/Desired : Audio, video processing with in a
system. Video/Audio recording and editing
Technologies/Software
Basic proficiency in core application suite
Basic PC troubleshooting skills
Able to set up and operate AV systems
Able to troubleshoot AV systems and diagnose routine issues
Able to perform routine maintenance on AV equipment
Able to maintain documentation on equipment maintenance
Stays current on the state of the AV industry
Capable of developing event workflow plans
Stays current with the state of the AV/video industry
