A Prestigious International Law Firm based in the City of London is looking for an experienced AV Collaboration Specialist to join their team. This technical position will be working with both within the firm and with clients to ensure delivery of world-class meetings.
About the Company
The company is an elite global law firm with nearly US$3 billion in revenue powered by lawyers who practice at the highest level of the profession. Backed by 155+ years of trailblazing heritage, they deliver superior service to a high-caliber group of market leaders worldwide, while placing a premium on collaboration and diversity. The firm boasts a roster of more than 2,300 lawyers who wield deep experience in litigation, transactional and regulatory matters spanning over 50 legal disciplines and industries. With 21 offices situated in major commercial and financial capitals around the world, their lawyers possess the cultural awareness and legal acumen needed to advise clients in today’s global economy. They are “Built to Win.”
Their offices are found in Beijing, Boston, Brussels, Century City, Chicago, Dallas, Geneva, Hong Kong, Houston, London, Los Angeles, Miami, Munich, New York, Palo Alto, San Francisco, Shanghai, Singapore, Sydney, Tokyo, and Washington, D.C.
About the Role
Hybrid work setup with on-call schedule required (on Call once every 8 weeks or so). This is a technical position within the Information Technology department responsible for the daily operation, coordination, execution, and support of audio and video conferences and other video-enabled meetings in both the Firm's Conference Centres and other video-enabled facilities in the Firm's or Client offices.
Duties and Responsibilities:
Execute all conferencing operations including, but not limited to, connecting all multi-point conference calls, connecting all external videoconference calls, monitoring all videoconference calls utilising the bridge, pre-testing all external calls, training end users on operation of in-room equipment.
Coordinate with vendors, service providers, and internal management groups (i.e. network, IT, desktop support) to report and resolve issues as quickly as possible.
Maintain and update conference schedules.
Perform on-site or phone support for hardware and software setups for systems, including providing assistance to Firm clients attempting to connect to Firm video conferences.
Provide white-glove support for desktop-based video conferencing, including approved home-based systems for lawyers and senior staff.
Meet with executives and other professionals to gather requirements/use cases/details in preparation of meetings/webcasts/events; to ensure functionality and optimal audio/video/content sharing/recording, etc.
Perform regular checks of all equipment and supporting equipment; track and remediate all issues.
Document, follow-up and accurately record incident work history utilising ServiceNow.
Provide end user training on applicable collaboration solutions
Fully understand the customer environment and provide recommendations for improvements to meet the client's desired outcome
Flexible to work overtime, as needed.
Other duties as assigned, needed.
Strong organisational skills
Strong attention to detail
Strong interpersonal communication skills
Strong analytical and problem solving skills
Able to work harmoniously and effectively with others
Able to preserve confidentiality and exercise discretion
Able to work under pressure
Able to manage multiple projects with competing deadlines and priorities
A self-starter who desires to show ownership and commitment to the job
Strong customer service skills
Bachelor’s degree or equivalent work experience.
A minimum of 5-7 years of experience in collaboration industry; predominantly with Cisco UC tools and audio visual / videoconferencing technologies including:
WebEx and Cisco Control Hub
Zoom Administrative Portal
Conference Room Controls and AV equipment (Crestron, Extron, etc.)
A minimum of 5-7 years of experience in the customer service industry and audio visual technology experience
Working knowledge of Microsoft Office Suite applications (Word, Excel, PowerPoint Outlook) and Web Conferencing applications (e.g., WebEx, Zoom, MS Teams)Basic understanding of Active Directory, LAN / WAN, DNS and DHCP
Working knowledge of UC, Cloud (video streaming), SIP/H.323/WebRTC videoconferencing protocols and standards
Understanding of the equipment grouping configurations, including arrangement of audio/video IP (data network) appliances, encoding appliances used to capture video, compressing and delivering video over IP, and placement of secure encryption devices for successful delivery of multiple, simultaneous to one or more facilities on the installation
Industry relevant training or technical courses Cisco, Avixa, Crestron, etc. a plus
Experience providing remote technical support in a distributed, international organization
Experience in a Cisco/Tandberg environment (TMS & CMS)
Experience with EMS Conference room scheduling system
Understanding of IT technologies, networking, and troubleshooting methodologies (ITIL)
Law firm experience
Microsoft Office certifications