AV Support Analyst

Visa's Corporate Technology Support is undergoing a strategic transformation in how we deliver operational support to our end-users. This evolution involves centralizing operational functions to provide world-class, white-glove service. The AV and Event Operations Specialist is a key technical role integral to both advanced audio-visual (AV) operations and high-profile event support. This position provides critical support to the Senior Event Operations Specialist and the Lead, Events and Video Production Specialist, ensuring flawless execution of all AV and event-related functions.

This role places the successful candidate at the forefront of end-user and executive interactions, demanding advanced technical versatility, exceptional customer service acumen, and the ability to perform under pressure in a dynamic, fast-paced environment. This position reports to the AV Operations Manager – L2 Global Support.

Key Responsibilities:

Advanced AV Operations:

• Set up, configure, and maintain a wide range of professional AV equipment, including PTZ and broadcast cameras, digital audio mixers, various microphone types (lavalier, handheld, tabletop), professional lighting rigs, and large-format projection systems.
• Manage and execute live streaming and video production workflows, ensuring high-quality, uninterrupted streams to various platforms.
• Perform real-time, in-depth troubleshooting of complex AV and video teleconferencing (VTC) systems during high-stakes events and meetings, including systems from Poly and Cisco.
• Conduct routine and preventative maintenance, including firmware updates and system calibrations, to ensure all AV equipment meets the latest performance and security standards.

Event Planning and Technical Support:

• Collaborate on the development of comprehensive event plans, with a focus on technical timelines, signal flow diagrams, and operational checklists.
• Coordinate all technical logistics, including vendor arrangements for specialized equipment, system setup, and crew scheduling.
• Provide on-site technical leadership and support during events, managing all operational and technical tasks from setup to breakdown.

Microsoft Teams Triage and L2/L3 Support:

• Act as a Level 2/3 escalation point for complex Teams-related issues that Level 1 support cannot resolve.
• Utilize the Microsoft Teams Admin Center (TAC) to manage and troubleshoot user profiles, device settings, and call quality issues.
• Analyze call analytics and use diagnostic tools within the TAC to identify and resolve issues related to network connectivity, device configuration, and service health.
• Manage and triage support tickets according to ITIL-based incident management principles, prioritizing based on impact and urgency to ensure efficient resolution.
• Create and maintain detailed documentation for recurring issues and their resolutions to build a knowledge base for L1 support.

Vendor and Venue Technical Coordination:

• Serve as the primary technical liaison with AV and production vendors.
• Collaborate with venue technical staff to ensure all logistical and technical requirements, such as power distribution, network drops, and rigging points, are met.

Logistical and Technical Execution:

• Lead the setup, execution, and teardown of event systems, ensuring all components are implemented according to detailed technical plans.
• Provide hands-on, on-site support, addressing and resolving any technical and operational challenges that arise during live events.

Stakeholder and Crew Communication:

• Effectively communicate technical requirements and event status to internal teams, vendors, and venue staff to ensure complete alignment.
• Conduct pre-event technical briefings with all stakeholders and crew to meticulously review event plans and address any potential issues.

Post-Event Technical Analysis:

• Participate in post-event debriefs, gathering technical feedback from stakeholders, crew, and attendees.
• Analyze technical performance and identify areas for improvement to enhance the quality and efficiency of future events.
• Contribute to detailed reports on event performance, including metrics on technical uptime, audience engagement, and streaming analytics.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.