Provide comprehensive technology and end-user support for all client experience spaces, including AV devices, collaboration platforms, hardware and software issues, including troubleshooting laptops, MacBooks, mobile devices, and printers
Serve as a primary point of contact for technology-related issues, delivering exceptional customer service to both internal stakeholders and external clients.
Ensure the proper setup, testing, functionality and health monitoring of all AV equipment, including microphones, projectors, cameras, and streaming devices.
Support user account management tasks such as password resets and access requests.
Conduct pre-event planning sessions with clients to understand their requirements and objectives and enable the appropriate technology setup for the specified time.
Collaborate closely with the Client Experience team and internal technology teams across all USI offices ensuring timely resolution and clear communication throughout the process.
Adhere to existing firm policies and proactively identify opportunities to improve technology processes and systems, continuously seeking ways to improve efficiency and effectiveness.
Maintain strict confidentiality regarding all discussions, data, and information encountered in client-facing environments.
Demonstrate strong problem-solving skills and the ability to work independently under pressure, especially during high-profile client visits or events.
Exhibit a customer-centric mindset in all interactions, ensuring a positive and seamless client experience.
Document incidents, solutions, and process improvements to contribute to team knowledge and best practices.
Interact with US/USI counterparts to stay updated on ongoing processes and new changes, ensuring consistent standards are maintained across the board to deliver a uniform client experience.
Remain flexible with work hours, including working in shifts, weekends, and outside standard business hours as required for event preparation or urgent support needs.
Required Technical Skills:
Good hands-on experience supporting and troubleshooting AV/VC systems, end-user hardware
Experience supporting both Windows and macOS devices, including setup, configuration, and troubleshooting.
Experience running meetings/webinars and troubleshooting L1/L2 incidents related to Virtual Event Platforms such as Zoom, Teams, etc. including having the ability to recommend technical workarounds as needed.
Familiarity with network connectivity basics (Wi-Fi, Ethernet, VPNs) and the ability to perform basic network troubleshooting.
Ability to diagnose and resolve hardware and software issues across a range of devices.
Basic understanding of IT security and confidentiality best practices in a client-facing environment.
Strong documentation skills for recording technical procedures and solutions.
Experience working on ticketing tools such as ServiceNow is essential.
Certifications in AV, ITIL, Networking, Microsoft or related is a strong plus.
