Senior IT Build Analyst/Senior Audio Visual Onsite Support Technician (US)

Work Location:
Charlotte, North Carolina, United States of America

Hours:
40

Pay Details:
$ 79,160.00 - $127,670 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:
Technology Solutions
Job Description:

Additional Information:

The Senior IT Build Analyst provides broad range of research, installation, maintenance, configuration, administration and/or provisioning of systems/applications. May also be involved in deployment and release management activities.

Department Overview

The Conferencing and Event Services team is part of TDs Workplace Operations group. Our team collaborates with all lines of business groups, Enterprise Real Estate and Technology teams to deliver a seamless technology experience for our colleagues in our Retail locations, Campus offices and home offices across North America. We also deliver a conferencing and event service for our colleagues, supporting in-person and virtual meetings and event capabilities across North America, including conference centers and exclusive executive events.

Summary of Role

The Onsite Production Level AV Support Technician's prime function supports TD colleagues with their production level AV meeting and event needs and requires a level of expertise in audio-visual equipment and technology for successful events. This role will manage the operational setup and production for onsite meetings and conferences, responsible for troubleshooting of meeting facilities and support approx. 100+ events per month for Executives, HR, training and external clients.

Your job is to provide onsite support and enable meetings as well as occasional remote support if needed. Your role will also require work to standardize an Enterprise Event model service. You will administer, configure and operate systems supporting the various spaces. You'll be asked how to display two or more simultaneous images and accept audio from any available sources. You will ensure support and maintenance are completed. People will use terms like 'guru', 'master', and 'Jedi'!

You are capable, knowledgeable, professional, and can show grace under pressure when required. You think ahead and prevent issues but also remain calm in a crisis. People expect you to arrive early, double-check, and do what it takes. Success means preventing disaster and rescuing the ill-prepared! Your explanations put presenters at ease and your sense of humor dissolves stress. People ask for you by name because your reputation precedes you. You know the audio/video gear conceptually and physically and you have service vendors on speed-dial! Every day is a new adventure: some days will start at 7am and some will end after 6pm. You are polished, great with people, and love to learn. And when the client's not happy, you make it right or find someone who can.

Success in this role: all AV resources are working, users understand how to use the technology, ad hoc issues are resolved rapidly, you have complete understanding of all gear in the conference centers, vendors are engaged crisply and are managed appropriately, stakeholders get frequent and clear updates on matters concerning them, and users expectations are exceeded.

This position offers benefits including mental challenge, technical challenge, relationship management, vendor management, skill development, growing reputation and network, and executive exposure. This role would be helpful in preparing for future opportunities in IT operations, IT delivery, IT Service Desk, vendor management, or service management.

This position reports to Senior Manager, Conferencing and Event Services, Workplace Operations & Collaboration.

Key Responsibilities

• AV Event Management:
  • Onsite (100%) AV event management and support to oversee the setup, and configuration of all necessary room elements to ensure a high- quality event for client productions
  • Provide day-to-day operational support and monitoring of AV equipment
  • Fulfill event production including but not limited to:
    • Technical direction, Audio mixing, cameras, Virtual platforms, Streaming, Lighting presets
  • Provide exceptional white glove support for our TD colleagues, clients and conference space partners
  • Being able to think on your feet and work in high pressure situations
• Issues Management:
  • Prepare and prevent technical and presentation issues (proactive)
  • Manage and resolve technical issues (reactive)
  • Ability to quickly acquire an understanding of a technical issue and identify practical resolution options
  • Conduct daily preventative testing of audio-visual systems, document and escalate deficiencies for prompt resolution
  • Support testing efforts for planned software/equipment upgrades, etc.
  • Perform testing according to test plans, monitor and report on results, and work with others on problem resolution
  • Hardware and software support (PC, Virtual and MAC)
  • Day 2 support efforts for assessing and troubleshooting onsite issues working with TD L2 & L3 support teams
• Administrative:
  • Proficient in documenting, reporting, and correspondence for future events, completed events, and open tickets.
  • Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
  • Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
  • Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
  • Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
  • Maintain asset management database of all audio-visual equipment.
• Communication
  • Collaborate with conference center users, colleagues, vendors, etc.
  • Interact with clients to provide quality service/solutions consistent with objectives and client requirements
• Other:
  • Develop and expand technical skills (e.g. IP Networks, AV, Telepresence, Webex etc.)
  • As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines
  • Keep current with industry and/or business trends
  • Support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensure timely communication of issues/ points of interest.
  • Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
  • Participate in knowledge transfer within the team and business units
  • Other duties as assigned.
• Job Requirements
• 5+ years of experience in event production, or another similar field as well as onsite, virtual, and hybrid live events
• Minimum of 2 - 5 years of proven AV meeting support, installation and Day 2 support experience required
• Studio production and event experience an asset
• Experience with control room equipment including video switchers, audio consoles, and cameras
• Customer service experience, including telephone, email, ticketing, and face to face support in a busy environment
• Experience of client-facing responsibilities in a corporate environment
• Experience with virtual meeting technology (ie: Cisco WebEx), management and troubleshooting
• AV vendor technologies (Crestron Processor, X-Panels, DM Matrix, Q-SYS, Shure, BrightSign, Danter Transmitters/Receivers)
• Technical aptitude and knowledge of integrated AV systems and IT equipment
• Undergraduate Degree or Technical Certificate
• AVIXA CTS preferred.
• Any Industry recognized training preferred: Cisco, Microsoft, Crestron, Biamp, Extron, QSC, Shure
• Windows and Mac support, virtual desktops, printers, iOS devices
• Basic IP networking, wireless technologies
• Provide FANTASTIC customer service
• Anticipate (e.g. expectations, perceptions, concerns, etc.)
• Prioritize and manage your time and activity during both slow and high-urgency periods to deliver quality results and meet timelines
• Work effectively both with others and alone
• Can-do attitude is a must, act like an owner mentality to provide exceptional service to TD colleagues and external clients
• Stick with an issue until the customer is happy and maintain a sense of humour

Depth & Scope:

• Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
• Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution
• Leads the support of highly complex and/or comprehensive applications/systems and/or business lines
• Identifies root causes and implements targeted and controlled remediation plans
• Installs, configures, upgrades, and administers business applications/systems in co-ordination with appropriate stakeholders
• Reviews, participates and implements procedures
• Researches industry standards, best practices and new innovations in technology and makes recommendations

Education & Experience:

• Undergraduate degree or Technical Certificate
• 5+ years relevant experience

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel - Occasional
• International Travel - Never
• Performing sedentary work - Continuous
• Performing multiple tasks - Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds - Occasional
• Sitting - Continuous
• Standing - Occasional
• Walking - Occasional
• Moving safely in confined spaces - Occasional
• Lifting/Carrying (under 25 lbs.) - Occasional
• Lifting/Carrying (over 25 lbs.) - Never
• Squatting - Occasional
• Bending - Occasional
• Kneeling - Never
• Crawling - Never
• Climbing - Never
• Reaching overhead - Never
• Reaching forward - Occasional
• Pushing - Never
• Pulling - Never
• Twisting - Never
• Concentrating for long periods of time - Continuous
• Applying common sense to deal with problems involving standardized situations - Continuous
• Reading, writing and comprehending instructions - Continuous
• Adding, subtracting, multiplying and dividing - Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition. Learn more

Additional Information:
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.

We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.

Training & Onboarding
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at [email protected]. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process.