Cleary Gottlieb Steen & Hamilton LLP

  • Audio Visual Service Desk Analyst

    Job Locations US-NY-New York
    Job ID
    2018-1152
    # of Openings
    1
    Category
    Administrative
  • Overview

    Provide support for all media-related activities for the NY Office, including videoconference, telepresence, personal telepresence, teleconferencing, streaming, webinars, webcasts and any other type of event that requires high quality and reliable audio/video setups. This position will also include providing Audio/video support at major/critical Firm-organized events offsite and may involve remote support to other offices in Europe and Asia.

    The candidate will require an aptitude for working with Audio Video systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

    Responsibilities

    • Coordinate and assist in day to day support and maintenance of Firm’s videoconferencing, telepresence systems, integrated telecom systems hosted in each local office.
    • Preform basic set up and break down of daily hosted meetings that require audio/video resources.
    • Provide 3rd level support for help desk tickets related to Firm’s videoconferencing and telepresence systems
    • Troubleshoot production issues of Firm’s videoconferencing and telepresence systems, including Cisco Video Conference and Telepresence systems, Crestron conference room systems, Biamp audio systems, etc.
    • Work with vendors, networking and security groups to resolve systems issues.
    • Install, configure, maintain and support systems worldwide.
    • Manage and support Firm’s online collaboration services (WebEx, Soundpath, Acano)
    • Manage and support online collaboration services such as webinars, webcasts, multi-site VDC/TP setups, etc.
    • Ensure availability of Firm’s online collaboration services
    • Manage, plan, design, install, test, deploy and support audio video systems used during major Firm’s events.
    • Provide support during the events to ensure all required services (VDC, TP, webinars, webcasts, etc.) are available to participants.
    • Maintain the highest possible level of quality and reliability for audio video services during major Firm’s events.
    • Maintain good relationship with colleagues from other offices
    • Ensure correct utilization of available resources and availability of firm’s online collaboration services to both Firm’s internal and external participants.
    • Perform basic to mid-level Infrastructure repairs and escalate high level hardware related incidents to 3rd level support teams.
    • Assist with building and maintain support info in the firms Knowledgebase by gathering information and publishing support documentation in the Ivanti ticketing system.
    • Knowledge of Cisco Telepresence MCU, Telepresence Server, and  Telepresence Management Suite (Cisco Video Conferencing Management).
    • Support Cisco Recording & Streaming via the Cisco Telepresence Content Server (recording server).
    • Handling basic Audio and Video editing responsibilities and familiarity with multiple video and audio formats (H.264, MOV, MPG, MP4, MP3, WAV. Etc.).
    • Work with outside clients with supporting audio and video conferences.
    • Work with vendors on obtaining quotes for infrastructure upgrades/recommendations or enhancements as needed.
    • Participate in all firm-wide IT initiatives.

    Qualifications

    • Bachelor's degree required.
    • Spanish speaking preferable but not essential.
    • Proficient with both Mac and Windows hardware. 
    • At least 2 years of experience working with Audio Video systems and providing support in a professional services environment over the phone and in person.
    • Strong understating of the Microsoft Office Suite.
    • Strong customer service skills with the ability to multitask in a fast paced environment.
    • Strong analytical, problem solving and organizational skills.
    • Strong interpersonal, oral and written communication skills.
    • Ability to communicate effectively with all levels of personnel within the Firm.
    • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.

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