Senior Engineer (AV/VC)

Job Purpose

The Enterprise Collaboration - Conferencing Technology team is looking for an experienced AV/VC Senior IT Engineer to support local and global initiatives. This position requires applicants to have extensive experience and knowledge in design, installation, programming, and project engagement in Audio-Visual (AV) systems. The requirements equally extend to a comprehensive background and expertise in Video Conferencing (VC) solutions and supporting platforms including Zoom and MS Teams.

Qualified candidates must demonstrate technical proficiency as well as an eager attitude, professionalism, and solid communication skills. A highly motivated engineer with the ability to work independently with minimal supervision is key for this role. Candidates must be self-starters and quick learners who are not afraid to ask questions. Performing in a high-pressure environment while resolving issues promptly is essential.

Responsibilities

• Troubleshoot and support Collaboration meetings - Zoom/Teams/Webex etc.
• Contribute to design, implementation and support of all conference rooms and meeting spaces
• Proactively assist with escalation of support inquiries and incidents relating to all AV/VC services across the enterprise. This support also extends to local, virtual/cloud and large conferencing events
• Troubleshoot/remediate all second/third-line issues in a timely manner whilst ensuring all activities are entered in ServiceNow for additional tracking and incident management
• Working with the appropriate vendors and internal teams, review existing and new initiatives to architect, design, plan, install, upgrade/decommission all conference and huddle rooms to meet the business and function needs across the enterprise
• Coordinate and support site installation/upgrades/normalization and decommissions of all AV and VC equipment. This includes coordinating physical access, network connectivity, power, general contractor work and other dependencies, as necessary
• Work with the AV vendors to ensure all devices are installed, configured, and tested appropriately
• Produce formal standardization documents for all room types which should include approved room design, equipment list, HLD/LLD and details on connectivity for each room type
• Audit/maintain an inventory of all conference room data, hardware, and license management
• Ensure all applicable devices and services are monitored and alerts acknowledged/addressed within set SLAs
• Assist with preventative maintenance visits to review existing hardware software solutions to ensure all rooms are patched, serviced and consumables replaced to remain in service at all times
• Frequently review all AV/VC hardware and service contracts globally to ensure appropriate support coverage across all sites
• Asset life cycle management and procurement of all AV/VC equipment in conference rooms
• Fully support companywide town-hall and events
• Participate in an on-call rotation for after hours and weekend support
• Educate and mentor other members in the group as needed on internal products/services and processes
• Working with other internal teams and Project Managers, run point with small and mid-scale projects
• Run point with Incident/BCP and Change Management activities and tasks
• Run point with POC (Proof of Concept) evaluations and assessment of new products and services as necessary
• Work with the UX and other applicable teams, ensure all training material for end users as well as operational documentation are frequently created, reviewed and updated

Knowledge and Experience

• Minimum of 3-5 years exposure in a medium to large sized organization supporting an AV/VC environment
• Endpoint / Collaboration certifications in Zoom, Microsoft or Cisco platform or Polycom is highly desirable: Cisco Webex Certification, Zoom Certified Professional, Microsoft 365 Certified: Teams Fundamentals, Microsoft Certified: Teams Administrator Associate, Cisco CCNA, Polycom Certified Support Specialist (PCSS), Polycom Certified Telepresence Engineer (PCTE)
• Extended on-site experience in contributing to conference room upgrades and new installations
• Familiarity with operation, design and installation principles of commercial audio-visual (AV) and Video Conferencing (VC) systems with Control Processors, Room Schedulers, Microphones, Video-wall displays, Matrix switchers, VC cameras & codec, Audio DSPs and Digital Signage
• Strong competency with system schematics, cable pull schedules and high-level/low-level architectural drawings
• Strong competency at AV / DSP/ Microphone administration and audio tuning. Requirements also includes but not limited to configuration, scripting, audio/video calibration and support of Biamp/Shure/Crestron/Q-Sys/ Sennheiser/Extron/Lightware technologies
• Experience with design, installation and administration of Video Conferencing equipment including Cisco Room Kits, Poly (X50/X70/G7500), DTEN, Logitech and QSC endpoints
• Strong experience in administering and supporting cloud-based collaborations with Zoom and Microsoft Teams Rooms
• Strong experience in configuration and support of large audio and video townhalls and webinars
• Expert knowledge in remote monitoring, alerting and automation technologies and workflows.

Preferred

• College/University Degree in IT, Information Systems, Multimedia or related disciple in Audio/Video multimedia engineering is highly desirable
• AV certification in Certified Technology Specialist (CTS), Certified Technology Specialist - Installation (CTS-I) or Certified Technology Specialist - Design (CTS-D) is desirable
• AV device certifications in Crestron/Extron/Biamp/Lightware or an approved AV installation/integrator program is desirable
• Certification in Q-Sys Design & control and Audinate Dante level 1/2/3 or higher is desired
• Exposure to working with Service Now, SLAs, Change and Incident management practices
• Lua scripts, Python, Crestron Programming (SIMPL, S+, S#)
• Experience with REST APIs, JSON, scripting
• Extensive on-site experience in contributing to conference room upgrades and new installations
• Strong understanding of commercial audio-visual (AV) and Video Conferencing (VC) systems. This includes Control Processors, Room Schedulers, Microphones, Video-wall displays, Matrix switchers, VC cameras and codec, Audio DSPs and Digital Signage
• Strong understanding of AV/SIP networking protocols including audio/video signal flow transmissions, SIP, Dante, AVB and AES76 protocol knowledge
• Strong knowledge in Microsoft Office and other collaboration tools
• Solid knowledge of AV / DSP/ Microphone administration and audio tuning. Requirements also includes but not limited experience in configuration, scripting, audio/video calibration and support of Biamp/Shure/Crestron/Q-Sys/ Sennheiser/Extron/Lightware technologies
• Strong experience in administrating Video Conferencing equipment including Cisco Room Kits, Poly (X50/X70/G7500), DTEN, Logitech and QSC endpoints is desirable
• Strong understanding of TCP/IP, LAN, Firewalls, and multicast over IP network protocols and DHCP services
• Strong client/server fundamentals with windows/Linux and appliance-based platforms
• Competent with Dante Domain Manager and Controller
• 2-3 years administration with Zoom admin portal
• 2-3 years administration with Webex Control hub portal
• 2-3 years administration experience with Microsoft Admin portal
• 2-3 years exposure with Poly Lens
• Competent with Lightware installation, administration and troubleshooting
• Competent with Dante Domain Manager and Controller
• Competent knowledge of QSC Designer/Administrator

Schedule

This role is on-site in our Jacksonville, Florida office.

Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.

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