Audio/Video Collaboration Engineer

Job Accountabilities:

• Provide Audio/Video Collaboration frontend and backend services aligned with business processes and the ITM Services Strategy considering costs, opportunity and sustainability.
• Provide ITM services with focus on customer support and a strong steer on performance of service delivery and customer satisfaction for the various service audiences, e.g. VIPs, management, professionals, administrative and technical user bases;
• Support optimization of ITM processes within area of responsibilities for long term of IT in support of Company Operations adopting where practical world-wide best practices and international standards;
• Maintain business satisfaction and confidence in ITM through effective and efficient delivery and support of agreed ITM services.
• Continual improvement of services and justification for improvement investments through analysis of operational results and data. Ensure IT policy goals and objectives are met through IT processes and standardized methods and procedures are used for efficient and prompt response, analysis, documentation, reporting;
• Review, analyze, prioritize and make recommendations to Line manager on improvement opportunities in IT Service Delivery, ensure applicable quality management methods are used in delivery of ITM services;
• Develop and provide various departmental reports on services provided by team;
• Assist in planning, organization and control the operation of team;
• Organize own activities in an effective and efficient way proposing process improvements, development of necessary procedures and templates, and initiating communication with users;
• Organize efficient planning of activities in order to deliver services in line with agreed KPIs and SLAs;
• Provide assistance to Line manager in maintaining the policies and procedure up to date in respect of the evolution of the business needs;

• Play the role of advanced level contact point for customers with technically difficult tasks and complicated non-standards AV Collaboration equipment and services issues, lead the resolution of complex problems through collaboration with 2nd Line Support teams, responsible for high level user diagnostics, analysis and problem solving.
• Create and maintain related IT services work instructions, procedure and policies for improvement in respect of the evolution of the business needs.
• Provide high-level technical advice on design and setup of new meeting rooms and other facilities, where AV collaboration equipment and services are required. Able to work as interface between IT/IM teams and suppliers in AV collaboration related matters.
• Able to work on delegated tasks and duties in addition to direct responsibilities.
• Involve in all engagements with business functions on all matters related to provision of IT services, assist in conducting site surveys for purpose of business demand analysis.
• Perform communication and activities for the other IT processes (e.g. Release notifications, Change Management, Service Level Management reports, Situation Management).
• Able to perform extra tasks such VIP and other events support by provision of AV collaboration services.
• Act as interface between business and AV collaboration service providers on service operational matters.
• Provide AV collaboration frontend and backend (design, implementation, architecture) services.
• Ensure all related AV collaboration services are provided on high quality manner with a focus to successfully and continuously support of company activities.
• Ensure availability of an agreed level of AV collaboration equipment supplies for immediate user needs and provide proper control and storage of supplies.
• Follow standard procedures to update incident log, documenting necessary details in a central repository, progress checking, and ensuring that diagnostic information is provided for error resolution and incident analysis.
• Perform Installation and configuration of AV collaboration equipment, software and firmware applications. Provide support to customers using remote management tools, either face to face or over the telephone. Troubleshoot system problems and solving hardware or software faults, report on re-occurring technical issues, arrange root course analysis and find long term solutions for them.
• Actively participate in testing and evaluating new technologies. Provide technical trainings and presentation of AV collaboration technologies and services for peers and customers.
• Clearly understand and follow security and compliance regulations, asset and change management and other ITM processes and procedures.
• Participate in and support IT Service Delivery projects.
• Carry out other tasks as instructed by Line manager within assigned area of responsibility and professional qualification.
• The role interfaces with all the internal peers within ITM and across other functional responsibilities of ITM.

Qualification & Experience Requirements:

• Higher professional (technical or engineering) education
• At least 5 years of experience in IT service, working in complex IT environment on engineer, senior engineer or supervisor roles

• Team Leadership: Foster collaboration, promote open discussion, and encourage team involvement.
• Organization & Planning: Manage multiple projects, prioritize tasks, and meet deadlines.
• Analytical Thinking: Break down complex problems, identify causes, and make sound decisions.
• Initiative & Creativity: Proactively address tasks, suggest improvements, and create innovative solutions.
• Problem Solving: Anticipate issues, evaluate alternatives, and implement effective solutions.
• Communication: Clear and professional communication, both written and spoken.
• Cooperation/Teamwork: Work effectively with others, share information, and facilitate collaboration.
• Customer Service: Respond to and resolve customer queries, ensure satisfaction, and exceed expectations.
• Flexibility: Adapt quickly to changing demands and varying customer needs.
• Self-Development: Pursue continuous learning and constructive feedback to improve performance.
• Job/Technical Knowledge: Apply technical expertise to identify issues and continuously develop skills.
• Results Orientation: Consistently meet business objectives, quality standards, and deadlines.
• Languages: Proficient in English, Russian, and Kazakh.