Senior AV Support Engineer

About this Job:

Twitter is growing! Our IT team is looking for an Sr. AV Support Engineer to help manage this growth. Our team works cross functionally with our partners in IT Systems, Engineering Operations, Security, and other teams to coordinate work, handle ticket escalations and resolve issues. This individual will provide AV Support to Twitter employees, assist local and remote staff with technical problems ranging from conference room sweeps, meeting / event setup and support. Additionally, this role will focus on working cross-functionally, handling escalations and acting as a strong project lead to ensure AV integration initiatives are met on time with quality.

This individual must understand office culture and maintain excellent relationships with team members, business partners and remote IT teams. This individual may manage support deliverables in urgent or maintenance situations, which may require working outside of normal business hours and traveling to remote office locations. The ideal candidate will have exceptional AV troubleshooting skills, several years experience in AV Support in an enterprise environment and the ability to drive multiple projects independently.

Responsibilities:

• Works with IT team to adhere and maintain IT/AV design and build standards.

• Works with external/internal teams to plan, implement and support global office builds & integrations.

• Manages multiple projects with sometimes conflicting deadlines.

• Meets with stakeholders to understand and relay integration requests

• Acts as technical point of contact for projects and communicate status to manager, team and partners.

• Responds promptly to requests for technical support via email, phone and personnel as needed.

• Responsible for troubleshooting hardware and applications, providing technical support and problem solving.

• Exhibits a high level of professionalism and is passionate about providing outstanding customer service.

• Documents status of issues and provides updates to management, team and end users.

• Provides timely resolution of problems or escalation on behalf of customer to technical staff or management.

• Participates in an on-call rotation that may include after hours and weekend support.

• Works with the HelpDesk, Systems Administrators, Facilities, Engineering Operations, Security and other teams to identify and resolve escalations and outages.

• Supports security standards (antivirus/firewall/patching/two-factor authentication/access).

• Maintains user accounts, passwords, data integrity, system access & security within policy.

• Initiates and tracks service requests with 3rd party vendors.

• Maintains standard operating procedures, best practices and customer service guidelines.

• Participates in on boarding and training team members.

• Drives quality and adherence to best practices within the team

Requirements:

• 2-4 years experience in IT support in a professional environment

• Strong customer service, problem solving and teamwork abilities

• Professional integration experience with Crestron, Extron, Vaddio, Lifesize, ClearOne, Symmetrix, and similar technologies

• Ability to program Crestron control systems and all the components associated with conference room automation

• Experience programing BiAmp and ClearOne DSP systems for in room audio including the use of beamforming technologies

• Knowledge and ability to terminate various audio and data connections

• Experience working with Video Conferencing systems: Chrome for Meetings, LifeSize, BlueJeans

• Understand Network fundamentals (DHCP, DNS, VPN, etc)

• Understand line drawings, signal flow, AV concepts

• Knowledge of IT Infrastructure technologies and concepts

• Extensive knowledge of MacOS (10.10.x, 10.11.x, 10.12.x), iOS, and Android

• Exceptional communication and organizational skills

• Some travel required to support global projects

Desired Skills/Experience:

• Mac, Linux, MCSE or network certifications

• Knowledge of Mac Systems Administration concepts and tools

• Video Conferencing/AV Support

• GSuite Enterprise Experience

• LDAP and Active Directory experience

• Experience with VOIP systems

• Knowledge of desktop security (anti-virus/anti-spam/firewall/patching/two-factor authentication)
  
  
   

  Here’s all the legal good stuff:

  We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.
  San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.