Conferencing Technology Specialist

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications.  New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

We currently have a need for a Conferencing Technology Specialist supporting a Global Network Infrastructure environment onsite 5 days a week in Cambridge, MA. The ideal candidate will have 5 years of relevant work experience providing audiovisual and video conferencing support as well as maintaining audiovisual and video conferencing systems at the client site.  Global Financial Services, Healthcare or Pharmaceutical experience is strongly preferred.

Responsibilities:

• Work independently onsite, but as part of a global team of A/V technicians, and report to the Global Manager
• Assist with setup and operation of audiovisual and videoconferencing systems, as well as provide support for conferences and events
• Provide support for all videoconference services
• Perform daily conference room checks to ensure all audiovisual and videoconferencing systems are operational
• If a capability is degraded or non-operational, notify client, and find alternative and/or temporary equipment configurations and/or alternative modes of operation necessary to permit continued system use
• Provide support that falls outside of the scope when requested and as needed
• Maintain a professional appearance and attitude
• Resolve all customer service issues with management
• Full compliance with company’s policies and procedures
• Safe use of all equipment.
• Some lifting may be required
• Other duties as deemed necessary by the Global Manager

 Competencies:

• Strong client and service focused mindset, demonstrate excellent listening skills and the ability to understand customer issues.
• Proficient in troubleshooting issues pertaining to the operation of the A/V system including: control system, videoconference codecs, displays, cameras, microphones, etc. in all conference rooms and A/V capable offices.
• Ability to read and follow AV system signal flow diagrams
• Proficient in removing and installing audio visual equipment and video conference codecs for repairs.
• An ability to use discretion and good judgment regarding sensitive or confidential information.

Required Education & Experience Required:

• Minimum of 5 years’ industry experience in client-facing technical support role.
• Experience with live streaming/virtual events as well as physical events
• Knowledge of Cisco, Polycom, MS Teams or Zoom videoconferencing systems
• Knowledge of audio/visual (A/V) control systems and components

Physical Demands: 

• Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
• Regular, repetitive movements such as typing, mouse movements, and scrolling. Ability to hear and understand spoken communications, both in person and via remote communication tools (e.g., phone, video conferencing).
• Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.